Position Summary

Why join our team?
We are seeking a meticulous Data Analyst to join the Consumer Electronics (CE) Service & Quality team, which sits within “ECSO” (the European Customer Satisfaction Office).

ECSO reports into the Customer Satisfaction group in Korea, and is part of Samsung’s Regional Headquarters so works closely with 16 Subsidiaries and 35 countries across Europe.

In this role, you will be responsible for turning large, complex datasets into actionable insights that drive our European business strategy. Your daily work will involve gathering KPI data from various sources, ensuring its integrity, and building visual narratives that help stakeholders make informed, data-driven decisions.

This role is not simply about reporting "what happened"; but also working with product managers across Europe and Korea to help explain "why it happened".

Located in Chertsey, Surrey, we are seeking individuals keen to work in fast-paced tech environments with market-leading products, and thrilled on the idea of creating positive impact and driving innovation.

Role and Responsibilities:

Your key responsibilities

• KPI Monitoring & Benchmarking: Track and report on core CE service metrics on a regular and ad hoc basis, which includes: Repair NPS, Repeated Repair, Long Term Pending (LTP), Multi-Parts Usage (MPU) and Eco-Conscious Component Repair.

• Data Collection & Hygiene: Mine raw data from primary and secondary sources and clean it to ensure accuracy and consistency. Ensure it is presented in an easy visual format so the data can be interrogated and easily understood.

• Root Cause Analysis (RCA): Perform "drill-down" analysis when a KPI misses a target. Partner with technical teams to identify if changes in volumes or performance are due to manufacturing defects, software bugs (firmware), user error or other factors.

• Service Network Optimiation: Analyse the performance of third-party service centres (ASCs) to identify top performers and those requiring improvement, retraining or contract review.

• Exploratory Analysis: Use statistical techniques to identify trends, correlations, and anomalies in complex datasets, and analyse against competitor activity when required.

• Visualization & Reporting: Design and maintain interactive reports and dashboards that communicate findings to both technical and non-technical teams.

• Stakeholder Collaboration and Communication: Work closely with regional colleagues and product leads in Suwon and factories to understand local issues and/or business requirements.

• Strategic Recommendations: Present final reports to executive leadership, identifying potential solutions and providing clear "next steps" based on your analytical findings.

What we need for this role

To be successful, you will possess the following skills and attributes:

• Data Visualization: Proficiency ideally in Tableau and Power BI.

• Spreadsheets: Advanced Excel (Pivot Tables, Power Query, VBA).

• Storytelling: The ability to explain "the story" behind the numbers to non-technical audiences.

• Critical Thinking: A natural curiosity to look beyond the surface level of a dataset.

• Attention to Detail: Meticulousness in spotting small errors that could lead to large business miscalculations.

• Passionate about technology and innovation

• Flexible & agile to adapt to workload changes

• Good communication skills and an open minded approach is a must

• Confidence using the full Microsoft suite

• Excel, Word and PowerPoint

• Excellent English, oral and written – other language skills is an advantage

• BSc or equivalent degree in Computer Science, engineering or relevant field, or similarly relevant work experience

What does success look like?

• Success to be measured based on KPI achievement; requiring communications with the key stakeholders in PQLC team, Subsidiaries, factories and HQ GBM, follow up on actions plans and awareness on key team KPIs trends.

• Proactive mindset, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role.

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week
• Bonus scheme linked to individual, team and company performance
• Pension contribution
• Three volunteering days each year
• Holiday - 25 days plus bank holidays and an additional day off for your birthday
• Access to discounts on a wide range of Samsung products
• Access to a discount shopping portal
• Partner Colleagues are not eligible for certain types of statutory leave such as Samsung Family Leave or Sick Leave policies but may be eligible for statutory payments via their agency

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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