What you'll do
- Develop and maintain Excel and Power BI reports and dashboards
- Analyse operational, customer service and digital channel data to identify trends and improvement opportunities
- Monitor KPIs, highlight deviations and recommend corrective actions
- Support digital transformation projects through data validation, requirements analysis, testing, UAT and adoption tracking
- Map and evaluate customer journeys and business processes to identify friction points and improved solutions
- Prepare executive reports, presentations and evidence-based recommendations
- Collaborate across departments to resolve operational issues and track improvement actions
Key requirements
- 1+ years' experience
- Data analysis, Excel, Power BI and Data visualisation
- Business intelligence and KPI monitoring
- Requirements analysis, Data validation and User acceptance testing
- Customer journey mapping and Business process analysis
- Root cause analysis and Continuous improvement
- Digital transformation and Customer experience management
Benefits
- A competitive compensation and benefits package.
- The opportunity to work for an award-winning company recognised as a Best Workplace in Greece for 12 years, alongside professional development and learning opportunities in a dynamic environment.
About the job
We are looking for a highly analytical professional to support the Customer Experience and Digital Transformation teams by analysing data and identifying improvement opportunities across the organisation’s omnichannel operations.
The role will contribute to monitoring the performance of customer and digital journeys, evaluating processes and measuring the adoption of new digital solutions.
The position combines data analysis, business intelligence and transformation project support, turning operational and customer data into actionable insights that improve customer experience, process efficiency and business outcomes.
Working closely with the Customer Experience, Digital Transformation, Customer Service, Sales, Operations and IT teams, the role will support data-driven decision-making, continuous improvement and the successful delivery of digital initiatives.
Key Responsibilities:
Develop and maintain reports and dashboards in Excel and Power BI, providing a consolidated view of Customer Experience, Customer Service, omnichannel operations and Digital Transformation project progress
Analyse order, customer service, Voice of Customer and digital channel data to identify trends, pain points, root causes and improvement opportunities
Monitor KPIs such as NPS, CSAT, CES, First Contact Resolution, service levels, conversion, adoption and process performance, highlighting deviations and recommending corrective actions
Support Digital Transformation projects through data validation, requirements analysis, testing, UAT, adoption tracking and assessment of business outcomes
Map and evaluate customer journeys and business processes, helping to identify friction points and design improved solutions
Prepare presentations, executive reports and evidence-based recommendations for team meetings and business decision-making
Collaborate with all company departments to ensure a consistent customer experience, resolve operational issues and track agreed improvement actions.
What We Are Looking For:
1–2 years of professional experience in a relevant role, such as Customer Experience, Business Analysis, Digital Transformation, Process Improvement or Project Support
Strong analytical and problem-solving skills, with the ability to translate data into clear insights and actionable recommendations
Experience using Excel and Power BI for reporting, analysis and data visualisation
Ability to work in a structured and detail-oriented manner with operational data, CX metrics and performance indicators
Understanding of customer journeys, digital products and continuous improvement principles.
Strong communication and collaboration skills in a cross-functional environment
What You Can Expect from Us:
A competitive compensation and benefits package
The opportunity to work for an award-winning company recognised as a Best Workplace in Greece for 12 years
The opportunity to join an organisation at the forefront of international industry trends
Professional development and learning opportunities in a dynamic environment
About the company
V. KAFKAS S.A. is on a course of continuous development for more than 45 years. Founded in 1975, is the leading company provider in the electrical equipment, technology products, lighting, home & buildings’ automation and energy management solutions’ market in Greece.
The company is one of the most dynamic and fast-developing in Greece, having a network of 81 stores in Greece & Cyprus. The specialized departments of Lighting, ICT, Energy Solutions, Industry, Shipping, Project Management and the two Construction Units in Thessaloniki offer a wide range of innovative products and solutions to its customers.
One of the company’s key strategic decisions is to forge alliances with leading international firms, acting as a catalyst for technology, products & holistic solutions transmission to end-users. The company addresses a wide range of B2B customers.
The leading position of V. KAFKAS S.A. is verified as the company was assessed in 2019, as one of the 7 most dynamic companies in Greece, among 8.000 companies, in the context of “Growth Awards” by Eurobank and Grand Thornton.
The role of KAFKAS is to be the connecting link that will manage in an innovative way all the mature technology products of its suppliers, transforming them into affordable solutions while offering security, comfort and saving of both resources and energy.
The company constantly invests in the professional & personal development of its staff through continuous training programs that assist in the enhancement of their skills, talents and know-how.
Continuous training and lifelong learning is fundamental for V.KAFKAS S.A.’s progress. Kafkas Institute of Training & Development, has 8 successful years of presence in the market, is certified as a Lifelong Learning Centre, Level 2 and has delivered more than 380 educational services to both the company’s personnel and professionals.
About the company
V. KAFKAS S.A. is on a course of continuous development for more than 45 years. Founded in 1975, is the leading company provider in the electrical equipment, technology products, lighting, home & buildings’ automation and energy management solutions’ market in Greece.
The company is one of the most dynamic and fast-developing in Greece, having a network of 81 stores in Greece & Cyprus. The specialized departments of Lighting, ICT, Energy Solutions, Industry, Shipping, Project Management and the two Construction Units in Thessaloniki offer a wide range of innovative products and solutions to its customers.
One of the company’s key strategic decisions is to forge alliances with leading international firms, acting as a catalyst for technology, products & holistic solutions transmission to end-users. The company addresses a wide range of B2B customers.
The leading position of V. KAFKAS S.A. is verified as the company was assessed in 2019, as one of the 7 most dynamic companies in Greece, among 8.000 companies, in the context of “Growth Awards” by Eurobank and Grand Thornton.
The role of KAFKAS is to be the connecting link that will manage in an innovative way all the mature technology products of its suppliers, transforming them into affordable solutions while offering security, comfort and saving of both resources and energy.
The company constantly invests in the professional & personal development of its staff through continuous training programs that assist in the enhancement of their skills, talents and know-how.
Continuous training and lifelong learning is fundamental for V.KAFKAS S.A.’s progress. Kafkas Institute of Training & Development, has 8 successful years of presence in the market, is certified as a Lifelong Learning Centre, Level 2 and has delivered more than 380 educational services to both the company’s personnel and professionals.