Global Business Analyst - Customer Care (hybrid in Barcelona)

  • Full-time

Company Description

With a global mission to “make the healthcare experience more human”, Docplanner Group is the world's biggest healthcare platform, serving patients and the healthcare ecosystems across 13 countries in Europe and LATAM.

We create digital apps and software solutions for doctors, clinics, hospitals and patients to enable the healthcare ecosystem and the patient journey to work together more seamlessly. With free doctor reviews and instant online appointment booking for patients through its online marketplaces, Docplanner has a network of almost 2 million healthcare professionals, serves over 130,000 customers globally and operates in 13 countries in Europe and LATAM. Doctors and clinics count on Docplanner to facilitate scheduling, booking, communication and payments for millions of patients a month. Through its innovative and user-friendly software, doctors and clinics can optimize patient flows, reduce costly no-shows and completely digitize their practices - all resulting in valuable time savings that can instead be used to improve patient outcomes and experiences. Via its TuoTempo brand, the company offers a more sophisticated suite of optimisation products for large healthcare institutions.

We built medical Practice Management Software as a SaaS. We help 250,000 doctors and clinics focus on treating patients and delivering an exceptional patient experience. We also run a service that allows 80 million patients monthly to easily find the right doctor and book an appointment.

Job Description

During the past few years, our company has grown like crazy - we grew from a small startup to a global company. During this fast growth, local teams developed highly personalized solutions for their local operations. With the evolution of the teams, the need has come to further develop the insights provided in real time to the different countries; specifically, directed at actions to take and strategy based on prescriptive and predictive analysis.

To do this, we are…

  1. Working with local structures across all countries, leveraging the available data and tools to recommend the best next actions.
  2. Analyzing, in real time, how the countries are performing and making necessary improvements and corrections.
  3. Ensuring clear and recurrent analysis to provide the best short- and long-term strategy to our local structures, while taking in consideration the biggest bets in each country.

Joining as the Global Business Analyst for Customer Care, how will you make an impact?

  • Take part in strategic projects to ensure their success and maximize business impact
    • As an example, you might work together with local operations to create new data points that will better reflect metrics suited for a specific country or team. 
    • Deepen our knowledge of how to improve the customer journey in CC in such a way that would direct Revenue Operations towards developing new solutions 
    • Help bridge the gap between CC and other departments by improving data points that correlate KPIs relevant to each team
  • Ensure new processes/tools/best practices adoption
  • Maintain continuous alignment on existing processes
  • Coordinate the implementation of global processes with local structures
  • Analyze local processes, identifying differences and best practices, and develop solutions and processes that fit the local needs
  • Work closely with other departments to ensure understanding of metrics and flag the need for new metrics
  • Handle data throughout its lifecycle (Extract to publish)
  • Create a better customer experience by understanding and driving actions which improve data collection, process efficiency and/or any step in the customer journey
  • Be a storyteller: you're able to transmit data towards all types of audiences in a clear way and conveying the "so what" behind the data
  • Produce recurrent operational events such as W/M/QBR’S


If you:

  • Have 2 years or more of experience in project management, analytics, operations or other positions related to business development
  • Have GREAT communication skills (you will be a part of a global team)
  • Are proactive and curious
  • Are good with numbers and people equally
  • Know Excel like a pro (SQL, Python or R are a plus)
  • Have strong analytical thinking and like creating reports
  • Are experienced with CRMs (Salesforce, HubSpot with be a plus)
  • Easily learn new tools & skills
  • Have a strong problem-solving mindset
  • Speak English (Minimum C1)

then this job is for you!

Additional Information

What will you get in return?

Let’s talk money

  • Flexible remuneration and benefits system via Flexoh, which includes: restaurant card, transportation card, kindergarten, and training tax savings;
  • Share options plan after 6 months of working with us.

True flexibility and work-life balance

  • Remote first in one of our legal entities or hybrid work model in one of our office locations;
  • Flexible working hours;
  • Paid time off according to your location of work;
  • Additional paid holiday on your birthday or work anniversary (you choose what you want to celebrate).

Health comes first 

  • Health insurance according to your location of work:
  • Access to iFeel, a technological platform for mental wellness offering online psychological support and counseling. 

What does the recruitment process look like? 

  • A 30-minute meeting with Sally Hütter - Talent Acquisition Partner for International Teams
  • A 60-minutebusiness case with Telmo Alves - Global Head of Customer Care and Nika Tyralikova - Global Customer Support Analys
  • Business Case - Prepare a Business Case and present it within the Final chat
  • Final chat with Telmo Alves, Nika Tyralikova and Michał Sadowiak - VP CS Clinics & Customer Care
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