Product Analyst: Case Standards

About Cronos Europa Portugal
Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group — a technology federation of 9,000+ professionals and 500+ competence centres across Europe. From our office at IDB Lisbon we deliver application development, architecture, and IT operations for major European organisations, working as an integrated nearshore extension of our clients' teams.
About the Assignment
Client: Global automotive manufacturer — customer care technology programme
Engagement: Full-time
Start date: 1 September 2026
Duration: minimum 6 months, extendable up to 3 years
Model: Nearshore delivery from Lisbon
Office presence: Minimum 3 days per week on-site in Lisbon
Travel Delivery is 100 % from Lisbon. Occasional travel to Germany is likely; colleagues from Germany will also visit the Lisbon team.
Level: Medior / Senior
The client is building a Global Customer Care Centre, standardising how customer cases are handled across every market. The Case Standards product ensures consistent, high-quality case handling through clear guidance, structured workflows, and unified service expectations — aligning operational processes, case documentation, and interaction principles across all markets and services so that after-sales teams resolve cases faster, more accurately, and with the customer at the centre.
The Product Analyst is the analytical and specification engine behind that product. Where the Product Manager owns the standard, the Analyst works out what the standard has to say: mapping how cases are actually handled today, exposing where practice diverges between markets, specifying the target workflows precisely, and measuring whether adoption is real.

Key Responsibilities

PROCESS ANALYSIS AND GAP IDENTIFICATION
Map current case handling practice across markets and service lines, and identify where it diverges from the intended global standard
Analyse case data — resolution times, reopen rates, escalation patterns, documentation completeness — to locate where the standard is failing or being bypassed
Quantify the operational impact of proposed standards before rollout: what changes for the agent, and what it costs in handling time
Produce root-cause analysis when case quality metrics move in the wrong direction
SPECIFICATION OF STANDARDS AND WORKFLOWS
Translate case handling principles into precise workflow specifications: case types, mandatory fields, status models, escalation paths, and closure criteria
Define the case documentation standards that make a case readable and actionable by the next person who touches it, in any market
Specify the service expectations attached to each case type, and the conditions under which they change
Write acceptance criteria and support testing of case management changes before release
ADOPTION, ALIGNMENT AND SUPPORT
Support the Product Manager for Case Standards with analysis, options, and trade-offs
Track adoption of the standards by market and surface where guidance is not landing — distinguishing a training problem from a design problem
Prepare the material that lets operational teams in each market understand and apply the standards without a translation layer
Handle market queries and turn recurring questions into permanent improvements to the standard or its documentation

Requirements

MANDATORY EXPERIENCE
Analyst background — proven experience as a Product Analyst, Business Analyst, or Process Analyst in a service, contact centre, or customer operations environment
Process analysis and design — mapping current state, defining target state, and specifying the difference
Specification writing — precise functional specifications or operating procedures that teams then worked from
Case management concepts — case lifecycles, status models, escalation, SLAs, and quality measurement
Quantitative analysis — of operational data, turned into a recommendation rather than a report
English — professional working proficiency; it is the programme language
SENIORITY
Medior to Senior level — minimum 5 years in an analyst role, of which at least 2 in a service operations, contact centre, or customer care context.
PREFERRED / ADDED VALUE
Experience with CRM or case management platforms (Salesforce Service Cloud, ServiceNow, or equivalent)
Process modelling notation (BPMN) or a recognised process improvement method (Lean, Six Sigma)
Experience with quality management or quality assurance frameworks in a service organisation
SQL, Power BI, or equivalent — able to build your own analysis rather than waiting for a data team
Experience in a multi-market or multi-country programme
Background in automotive, manufacturing, or large-scale B2C service organisations
Additional European languages, particularly German
Why Cronos Group?
We
’
ll propose you:
An attractive
salary package
A good work-life
balance environment
The assurance of
working in cutting-edge technologies in an entrepreneurial spirit.
The opportunity to
develop your skills thanks to tailor-made training courses according to
your needs
A good job in a
friendly place
If
you wish to integrate a dynamic structure on a human scale while working with
the latest technologies, don't wait anymore and join Cronos!