Product Analyst: Case Standards

Support the definition and implementation of global case standards that enable consistent, high-quality case handling through clear guidance, structured workflows and unified service expectations.

Key Responsibilities

• Analyze current and target case handling processes across markets, services and after-sales support functions.


• Document case workflows, case documentation standards, interaction principles, quality expectations and operational guidance.


• Support Product Managers and stakeholders in translating case standards into clear requirements, backlog items and acceptance criteria.


• Identify gaps, dependencies and improvement opportunities in case management processes and documentation practices.


• Collaborate with business, operations, training and delivery teams to support adoption of standardized case handling practices.


• Contribute to testing, rollout readiness and continuous improvement of case standards.

Required Profile

• Experience as a Business Analyst, Product Analyst, Functional Analyst or similar role in customer service, CRM, case management or operational process environments.


• Strong ability to map processes, document requirements and translate service expectations into operational standards.


• Good understanding of case lifecycle management, service quality, documentation practices and customer-focused resolution processes.


• Comfortable collaborating with product, business and technology teams in an Agile delivery environment.


• Structured, detail-oriented and able to communicate clearly with international stakeholders.

Nice to Have

• Experience with Salesforce or similar CRM platforms.


• Experience in contact center environments, customer engagement platforms or after-sales support operations.


• Knowledge of automotive industry processes, international rollout projects or multi-market standardization initiatives.

Benefits

• Remote work


• Food ticket


• Health insurance


• Training and access to certification vouchers


• Work-life balance initiatives


• Referral program


• Birthday off


• Give back day – enjoy a day to give back to society!