About ZigZag Global

If you’ve made an online return with Zara, Selfridges or Boohoo there’s a good chance you’ve already been introduced to our award-winning SaaS platform. We’re an eCommerce returns business, that has been on a mission to build the best retail returns and post-purchase solution since 2015. Today, more than 100 companies across 130 countries use the ZigZag platform to help reduce the cost, friction, and impact of returns.

We’re passionate about streamlining the returns and post-purchase experience for our clients and their customers. Helping our clients to become more sustainable and profitable in the process.

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.

We believe we have the chance to genuinely challenge and disrupt the industry, so come and join the ambitious and caring team hell bent on building the world’s most innovative, and helpful returns experience possible.

About the Insights Team

The Insights team is responsible for driving forward our strategy using data and insights to inform key decisions and drive business growth. We’re making data at the heart of what we do as a business, and we look to embed insights and dashboards into daily decision making, as core drivers of competitive advantage for Zigzag Global.

We are building a world-class end to end data platform based on modern cloud-based technologies that can support leveraging powerful insights at scale. We are looking for someone who can work effectively in a team of analysts to drive forward insights to better inform our clients and internal business decisions. A person in their element collaborating and driving insights to stakeholders to make better informed decisions.

The Insights Analyst role will have exposure to multiple business verticals Client Success, Commercial, Marketing, Product and Finance, you will play a significant role in understanding client returns and improving business performance. Responsibilities include:

• Working with the insights manager/senior analyst to support developing the insights team roadmap
• Working with senior stakeholders and our Product Owner to understand client and business drivers, identifying opportunities to use insights to aid decisions and product development
• Working to generate insights that seek to educate the business on the impact that onsite return customer behaviours on our product
• Using tools such as SQL to generating insights that gives a well-rounded view of return drivers with analysis on retail product returns, carrier performance, customer behaviour segmentation and metrics, and market intelligence to support business’ understanding of short and mid-term performance
• Build analytical/statistical models and reports that answer core questions on customer behaviours and intent, along with analysis of our retailers. E.g., customer segmentations, return efficiency and optimisation, client churn prediction analysis, predicting in-transit volume, etc.
• Producing and delivering concise, action-focused insight presentations and reports that have a clear narrative and recommendation
• Run internal training, along with onboarding and developing junior members of the team. Also training and educating external team members on insights and best practice.

We do not expect you to have experience with all the above, so if you have experience in some, please apply!#

Our Expectations of You:

• Good commercial acumen in eCommerce, Retail or SAAS key performance indicators
• Familiar with customer return concepts and KPIs
• Work effectively with multiple stakeholders and on multiple parallel project streams
• Experience collaborating as part of a multi-disciplinary insights team to build analytical models and develop data products
• A proactive communicator, a strong storyteller with clear written and verbal skills
• Experience with SQL, Python, Tableau and Excel
• A passion for working with data, with curiosity to glean customer insights and making data-led decisions happen from the queries you write
• Ability to measure and run A/B Tests and measure incrementality
• Documents complex analysis and outputs in an easy-to-understand manner.

Nice to Have:

• Works as part of a multi-disciplinary insights team to scale our reporting capabilities and behaviours
• Understanding of agile practices - Scrum, Kanban, Jira, iterative development, etc
• Prior experience mentoring and developing junior analy

• 22 days holiday + bank holidays
• €7.63 / day meal vouchers.
• Access to learning platforms
• 10% L&D time
• Flexible work options – fully remote or hybrid options – depending on office location
• Flexible working hours – to provide work life balance
• Travel opportunities to our London and Bulgarian offices for events and meet-ups

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.