Customer Insights & Reporting Specialist (Ref. No.: KT15)

Place of work
Mlynské Nivy 12, Bratislava
Contract type

Information about the position

Job description, responsibilities and duties

Customer Experience and Digital Delivery (CEDD) is mandated to shape and improve Customer Experience and drive the Digital Transformation within Group Operations, across divisions, services and touchpoints – beyond traditional silos. In addition, the unit delivers managed Customer Care services on behalf of Group Operations Divisions through multiple channels and acts as a single point of contact for customers through ContactOne (central Portal and Service Desk) for all Group Operations services.

You will part of Customer Experience & Analytics team. It's a dynamic team which is on the exciting journey to build up and act as a centre of expertise to design and manage Customer Experience across Group Operations. We generate customer insights to help our Partners to identify customer needs and reflect these by appropriate solution design and improvement measures that enhance our internal clients' satisfaction. The team plays also an active role in building and shaping customer communities and ensure smooth customer communications via various channels (push and pull).

While most of your peers and many of your key stakeholders are based in Zurich (Switzerland), the team is composed of an international workforce based in different locations and serving a global customer basis.

Your main duties will be:
•Help team and Partners to understand and interpret data to derive actions or take decisions
•Co-lead and supervise the monthly Service Reporting activities: gather, analyse and visualise existing data from different data sources
•Support ad-hoc queries on customer base, customer behavior or ticket volumes
•Help prepare presentations for senior stakeholders with regards to Customer Insights and Service Performance

If required, support initiatives to build or improve reporting and analytics solutions

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Personality requirements and skills

•have an affinity to data and statistics - you like quantifying things!
•have advanced reporting and data visualization skills
•are able to write and understand SQL queries
•have a 'black belt' in Excel, incl. PowerPivot and related
•have a solid understanding in relational data bases (entity relationship model) and/or coding/programming languages is a huge plus
•have a university degree in Business, Engineering, Statistics, Computer Science, Mathematics or comparable education
•have 3+ years professional experience in analytics, business analysis
•have proven problem solving skills and attention to detail
•are a highly motivated self-starter, pro-active, keen on learning and open to new ideas
•can walk in the shoes of senior stakeholders and therefore have a sense of aesthetics in visualising quantitative data to make qualitative statements
•can navigate ambiguity as the team faces today more unknowns than knowns - you perceive this as a positive challenge and a source of self-fulfilment, not as a stress-factor
•although you love figures, you do not like to paint by numbers - Instead, you are a critical thinker by nature who likes to develop own ideas in close collaboration with other team members
•are self-organised and have a good feeling of when you have just to inform, to consult, to involve or to ask others for approval
•are a true team player, who advocates mutual learning and development in an atmosphere of trust and respect - you can challenge as well as compromise (incl. upwards!) without alienating
•are flexible, agile and can cope with stress


Brief description of the company

As the world's leading reinsurance company, Swiss Reinsurance Company, based in Zurich, Switzerland, we specialize in covering concepts in capital and risk management.
We combine financial strength with experience, knowledge and creative thought to exploit new opportunities in the interests of our clients, staff and shareholders. Opportunities for you. Opportunities for us.

Number of employees

1000 an more employees

Company address

Swiss Re Management AG
Mlynske Nivy 12
811 09 Bratislava

ID: 3211342   Dátum zverejnenia: 10.10.2017