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Klarna

Senior Business Analyst - Customer Operations

Amsterdam, Netherlands
About Klarna

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 5000+ employees from 100+ nationalities.

Klarna strives to become the world’s favourite way to buy, and you can contribute to reaching this goal! We are looking to hire great people, who are passionate about using their talents to generate success. Analytics is no exception! We are currently looking to grow our Analytics teams to satisfy the company’s ever increasing need for complex problem solving and data driven decision making.

Who you are 

We are looking for ambitious people with significant drive! We need problem solvers, initiative takers, people that see opportunities and potential to improve. You should be passionate about your job and enjoy a fast paced international working environment. You will play an important role in taking Klarna to the next level - thus, you should desire to go above and beyond to deliver and grow as an individual. At Klarna we embrace change, you should dare to challenge the status quo and be persistent in doing so. 

What you will do 

As a key member of the Global Workforce Management team you will take a hands-on enthusiastic approach - supporting your team and associated CO teams within Klarna and the outsourced partners to drive stronger, controlled, more efficient and data-driven customer service reporting and results, while remaining flexible to the demands of a dynamic and growing business.

Some of the responsibilities will include:

  • Development and ownership of Customer Service and WFM-related performance reporting and dashboarding
  • Contribute data driven insight and solutions to consistently improve quality of service across all relevant stages of the WFM and service delivery cycle including CS KPI performance: investigation, outlier and trend analysis
  • Vendor delivery tracking: adherence of BPO partners to commitments
  • Regular review of service delivery against WFM and CS Ops objectives, highlighting deviations, misalignment and opportunities to drive better service
  • Work with internal and external stakeholders to help flag and prioritize data challenges, promoting solutions to ensure smooth operational control across varying data sources
  • Contribute to and lead endeavors to deliver leaner more efficient and cost effective customer service through data driven analysis of inefficiencies across the network

You should have:

  • Strong ability in SQL or comparable data analysis toolsFamiliarity with BI dashboarding: Qliksense, Tableau, PowerBI, etc.
  • Minimum 2 years experience working in customer service or related field
  • Current understanding of contact center operations and metrics
  • Strong sense of ownership and accountability, approaching challenges constructively and creatively, while seeing tasks through to completion
  • Highly organized, detail oriented and data driven
  • Ability to communicate clearly and effectively in English across all levels of the business hierarchy
  • Familiarity with Google suite of products including Google Sheets
  • Experience working in teams across multiple countries
Send over a CV in English. In addition, we are looking for someone to be based in Amsterdam (preferred), Berlin or Stockholm.


Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.

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