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Customer Analyst within Customer Engagement area @H&M Business Tech i Stockholm

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Om tjänsten

Company Description

H&M Business Tech is established to take the lead in changing the fashion industry completely, combining business and technology with innovation to create new business and customer value. We want to release the power of people and believe the best ideas evolve when great minds with different perspectives meet. We believe in our people, and always encourage new ideas and initiatives… Are you up for a challenge? Do you continuously want to surprise and delight our customers? 

Job Description

Are you interested in working with data analysis and business intelligence related to customer behavioural patterns in the rapidly evolving retail and e-commerce industry? this is a unique opportunity to nurture your analytical side working with big data to provide insights that will lead your team in their decision making. We want to release the power of people and believe the best ideas evolve when great minds with different perspectives meet. We believe in our people, and always encourage new ideas and initiatives.

The role

As a Customer Analyst in the Customer Domain (BT), and as a part of a product team with E2E responsibility, you will work as a key enabler to secure realization of business and customer value from analytics, data and models in our customer centric products. You have a strong customer focus, a commercial mindset and innate curiosity, you keep the customer at heart, and you love making data talk! At HM Business tech you will get the opportunity to work in a large data analyst community and in an organization, which heavily relies on making data driven decisions. We have over 1 billion customers with 100 million members in 50 different online markets along with 8 unique brands in a fast-paced, ever-changing retail industry.

Some of your main responsibilities & tasks will include:

  • Work with multiple advanced analytics tools to analyze, execute and follow up initiatives from idea to industrialization.
  • Support a data driven learning culture with insights from experiments & tests
  • Be the driver for data driven decision making by enabling data visibility and educating the different stakeholders
  • Convert different forms of data into common language in order to guide the product team
  • Work as a part of an agile product team to support product vision with customer insights
  • Plan, set-up and draw insights from experimentation, A/B, tests, etc.
  • Execute segmentation and cluster analysis on customer behaviour in relation to the product
  • Use SQL and other analytical tools to further the customer knowledge within the product team
  • Support the product needs both with long term analytical needs (e.g. recurring reports) and adhoc analysis
  • Own and maintain team dashboards (OKRs, KPIs, Customer Metrics, etc.)
  • Participate in the wider analytics community, both within the customer domain and the wider H&M group!

Who are we? 

At H&M we have a strong, value-driven culture characterized by believing in people, teamwork and an entrepreneurial spirit. Here you can be yourself and grow with significant opportunities to influence and make a difference. With the right mindset and ambition, you’ll find plenty of room to grow. We welcome your application regardless of gender, age, gender expressions, sexual orientation, disabilities, religious beliefs, origin or background. 

We are on an exciting journey to meet and exceed our customers' expectations today, tomorrow and in the future. Rapid technological development and new customer behaviors are transforming the fashion retail industry. To cater the individual needs and desires of our millions of customers, Business Tech delivers technological solutions for the entire value chain for all our brands.  

There are endless opportunities to grow, regardless of whether you are interested in developing functional depth or business acumen. Just let your skills, ambition and imagination drive you. 


Just like everyone at H&M, we believe you are a sales-minded, social, open, communicative, and ambitious team player full of drive and optimism. You have a robust analytical ability with an eye for change and improvement opportunities.

  • At least 3+ years of experience from analytical roles in CRM, Customer Engagement, Loyalty, Personalization etc.
  • Previous experience from eCommerce, retail, fashion or other dynamic/customer centric industries is a huge plus!
  • Academic degree within Business Administration, Statistics, Marketing, Engineering or Similar ​
  • Genuine interest in driving better customer experience and engagement through data
  • Experience with customer CRM tools such as SAS, Salesforce Marketing Cloud, Adobe, Braze, etc.
  • Experience in working with programming languages such as SQL, R, or Python.
  • Experience in working with data visualization tools e.g. Power BI, Tableau, QlikView, Data Studio, Looker, Amplitude
  • Demonstrated ability to analyze large amounts of data into clear insights. 
  • Good knowledge with building customer profiles, cohorts, segments
  • Familiarity and experience working with customer lifecycle models (LTV, RFM, Churn, etc.)
  • Ability to work with multiple stakeholders across different competences (PM, Developers, Designers, etc.)
  • Be comfortable with working within a large matrix organization.
  • Strong communication skills and an ability to communicate and explain data and its implications to various stakeholders​.
  • Fluent in English

Additional Information

Sounds interesting?

Send us your application with CV and cover letter. Last day of application is 2022-03-08 but we look forward to receiving your application as soon as possible.

For questions regarding the position please send an email to talent acquisition specialist

We do not accept applications through email

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Extra information

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Heltidsjobb (förstajobb)
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Stockholm | Detaljhandel | Heltidsjobb (förstajobb)