Senior Business Analyst

Summary

Join Pennylane's Strategy & Ops team as a driver of transformation within the Customer Success department. You will be responsible for identifying and implementing solutions to improve team productivity and streamline processes. This role requires experience in transformation, productivity improvement, and project management, along with strong analytical and communication skills. Pennylane offers a dynamic and collaborative environment with excellent benefits, including top-tier health insurance, additional paid time off, a monthly work-from-home budget, and access to wellness programs.

Requirements

• Experience in transformation and productivity improvement through the implementation of IT systems
• Natural curiosity and a desire to make a real impact: strong listening and observation skills
• Complete project management experience: problem understanding and analysis, scoping, prioritization, planning, progress monitoring, collaboration with all stakeholders, change management, communication
• Ability to both go into detail and step back and analyze
• Business mindset
• Excellent communicator (oral and written), ability to explain a problem simply
• Speak English (level assessed based on the department you apply to)
• Enjoy working in a constantly changing environment
• Prioritize collaboration within your team and with other stakeholders
• Have enough perspective to prioritize high-impact business actions in your daily work

Responsibilities

• Be a driving force for transformation: observe, listen, question, challenge the status quo, and constantly suggest improvements and ways to reduce time spent on administrative tasks
• Implement identified improvements through new information systems, modifications to existing applications, and/or organizational changes. Lead projects within CS, leveraging expertise from other departments like data, sales, or finance. Ensure customer satisfaction, meet deadlines, and monitor performance indicators
• Listen to and observe other departments (like Partner Success), take a step back, compare, and develop benchmarks to inform your own thinking
• Implement strong communication and close support for CS teams to help them adopt new work methods (optimal configuration, training, continuous improvement). Ensure the daily adoption and support of tools and processes
• Provide visibility at the ops and data level: understand the corporate challenges faced by teams to anticipate and understand their impact on CS

Preferred Qualifications

• Industrial and lean management skills
• Strong analytical skills (basic SQL, greater mastery is a plus)
• Knowledge of Salesforce

Benefits

• Top-tier health insurance (Alan Blue and Alan Mind)
• Restaurant vouchers (Swile card)
• Between 6 and 12 additional RTT days in addition to the 5 weeks of paid leave
• Opportunity to improve your English with Busuu
• Monthly budget for all Pennylaners, encouraging work from home or in coworking spaces
• Easy access to our offices, located a few minutes from Saint Lazare in the heart of Paris
• Employee Stock Ownership Plan (BSPCE) envelope
• Access to 8000 gyms throughout France and more than 300 wellness activities via our partner Gymlib
• A Mac
• We practice many sports together and are keen to meet regularly for corporate events such as Tech Days (which allow remote Pennylaners to meet every 3 months) or our annual company seminar, which promotes great moments of cohesion for everyone