Business/Product analyst (for AI Agent)

As a Business/Product Analyst at CyberCare, your primary responsibilities will include analyzing business needs and identifying automation opportunities within customer support. You will conduct market research, evaluate chatbot performance, utilize data analytics tools like Looker and Grafana, and collaborate closely with Product Owners and tech teams to ensure optimal product outcomes.

To succeed as a Business/Product Analyst at CyberCare, you'll need strong analytical skills and experience with data, dashboards, and performance metrics. Familiarity with UI/UX design, business analytics, and automation projects is essential. Knowledge of visualization tools like Looker and Grafana, along with expertise in documenting business requirements, are also important.

At CyberCare, we prioritize your career growth. Our Business/Product Analyst will benefit from internal and external training programs, online courses, and the opportunity to participate in conferences. We even offer you 20 hours per month for IT studies to help you achieve your full potential in your role.

As a Business/Product Analyst at CyberCare, you will utilize data analytics tools such as Looker and Grafana to track key performance metrics. You will also engage with various AI technologies for automation projects, ensuring that you remain up-to-date with the latest advancements in tech to enhance customer support.

The work environment at CyberCare is hybrid, allowing you the flexibility to work from both our modern offices in Vilnius and Kaunas and remotely. You'll also enjoy a dynamic office culture that includes regular team events, a fully stocked kitchen, and supportive benefits aimed at enhancing your well-being.

In your response, highlight your proficiency in various data analytics tools like Looker or Grafana. Discuss specific projects where you used these tools to track metrics or drive business decisions, demonstrating how your analytical skills can contribute to improving customer support at CyberCare.

Show your analytical and problem-solving skills by outlining a systematic approach. Discuss how you would gather data on current performance metrics, conduct user feedback sessions, and analyze common support queries to pinpoint areas where automation can streamline processes and improve efficiency.

Explain how market research informs product decisions by identifying trends, competitor strategies, and customer preferences. Provide examples of how you've utilized market insights to recommend changes or improvements to products, ensuring alignment with overall business objectives.

Emphasize your ability to simplify complex technical concepts. Discuss how you would use visual aids, clear examples, and relatable terminology to ensure that everyone involved understands the project goals and requirements, fostering collaboration across teams.

Provide a specific example where you assessed a system's performance using data metrics. Explain how you identified improvements, supported your recommendations with data, and the resulting impact on efficiency or user satisfaction, showcasing your analytical skills relevant to the Business/Product Analyst role.

Outline your methodical approach to A/B testing, including setting clear hypotheses, defining target metrics, and analyzing results effectively. Share an example from your experience where your testing led to tangible improvements in user experience or product performance.

Demonstrate your passion for continuous learning by sharing specific sources you follow, such as industry blogs, webinars, and relevant courses. Discuss any conferences or community events you partake in to network and grow your expertise in AI applications within customer support.

Discuss your experience working in Agile environments, the significance of sprints and feedback loops, and how you've collaborated in cross-functional teams to deliver products iteratively. Provide an example of a project wherein Agile practices contributed to successful outcomes.

Talk about the variety of documentation methods you employ, including use cases, user stories, and UML/BPMN diagrams. Highlight an instance where your documentation played a pivotal role in aligning stakeholders and facilitating a successful project outcome.

Identify key metrics such as response time, ticket resolution rates, customer satisfaction scores, and the volume of inquiries handled. Explain how you've used these metrics to inform decisions and implement changes in support strategies in your previous roles.