Business Analyst - Customer Service

About the role

Sub‑Zero, Wolf, and Cove, the leading manufacturer of luxury kitchen appliances, is a longstanding, family‑owned company in the Madison area. Icons of design and paragons of performance and quality, they specialize in refrigeration, cooking, and dishwashing for the world’s most luxurious homes. The Business Analyst – Customer Service role focuses on identifying and defining requirements, establishing acceptance criteria, and determining reporting needs to align business objectives with technology solutions and enhance customer experience for Sub‑Zero Group customers, Customer Service teams, and Field Partners. Growth and development are important aspects of this position; whether you aspire to be a leader or a technical expert, this role is designed to set you up for future success.

Responsibilities

• Establish KPIs to measure the effectiveness of business decisions for connected products, applications, and experiences.
• Identify opportunities using connected data and user feedback to reduce warranty costs, improve customer experience, and more effectively diagnose and repair products.
• Collaborate with engineering, IT, and data teams across the organization to maximize customer service potential and value.
• Ensure connected appliance service applications and user experiences are prepared to support new product launches.
• Meet Customer and Field Service needs for all corporate connected initiatives.
• Provide status reports, change requests, and requirements documentation to ensure smooth project and initiative progression.
• Escalate connected project and process issues appropriately within various project teams and across departments.
• Prioritize and scope work against return on investment and guiding organizational principles.
• Engage with the Customer Service team, Field Service partners, and business leaders to uncover issues and needs, delivering effective features for connected products and applications.

Requirements

• Bachelor’s degree in Business, Information Technology, Engineering, or equivalent experience in a related field.
• Ability to support and present to stakeholders.
• Strong problem‑solving and data collection skills.
• Ability to work independently and as part of a team.
• Strong communication skills and customer‑service orientation.

Preferred Qualifications

• Continuous Improvement experience (LEAN, Six Sigma, or similar).
• Knowledge of customer data platforms, ERP, and CRM.
• Some knowledge and understanding of connected devices and the Internet of Things (IoT).
• Strong mechanical and technical aptitude.
• Experience developing and/or supporting mobile applications.

Benefits

• Competitive compensation based on skills.
• Industry‑leading health, dental, and vision plans.
• Generous 401(k) savings and profit‑sharing options.
• On‑site UW Health clinic, fitness center, and walking paths.
• Education assistance and internal training programs.
• Electric vehicle charging stations.
• Maternity & paternity leave.