Business Consultant & Analyst Customer Service

Your future begins here # Your future begins here. You shape, measure, and improve the impact of our Customer Service and take responsibility for topics with tangible impact along the entire value chain. Together, we ensure that customer concerns are processed efficiently and goal-oriented - in the interplay of strategic planning, operational control, and analytics. You work with modern methods, introduce new approaches, and promote a culture of collaboration and joy of learning. Job Highlights • You are responsible for Customer Service KPIs and standard reports and develop them further - including KPIs on efficiency and commercial impact of customer contacts • You establish new analysis possibilities and enable departments and teams in their application - at the interface between business and analytics • You accompany strategically relevant, cross-departmental programs and transformations as a business representative and translate them into workload and financial planning • You further develop the contact strategy and anchor it consistently in the strategies of the relevant stakeholders Your Skills • Degree (Uni/FH/HF) in Business Administration or an equivalent degree; further training in analytics or data-driven management is an advantage • Several years of experience with data, analytics, and KPI systems, ideally with responsibility for analytical solutions or data products • Experience with artificial intelligence (AI) methods and Advanced Analytics for decision support, forecasting, automation, or performance optimization in a business context • Experience in strategic planning as well as in the accompaniment and implementation of transformation and digitalization initiatives, especially in impact and financial planning of business units • Confident at the interface between business, strategy, and technology; strong in stakeholder management with different stakeholder groups • High level of personal responsibility and a structured way of working; you analyze complex topics clearly and implement them effectively • Desire to shape instead of pure analysis; enjoyment in further developing organizations and working methods as well as working cross-departmentally and contributing your network effectively. • Very good German; English is an advantage With us, you have the opportunity to work in one of our offices in Switzerland or in your home office. In doing so, you will come into contact with agile working methods and the latest technologies. We offer flexible working hours to meet your personal needs. As a Swisscom employee, you can look forward to a variety of attractive benefits that will enrich your work experience. These include a pleasant working environment, financial advantages, and exciting opportunities for professional development. Benefits. ### ### Is it a match? Apply now. # Discover what you can do # # Further questions? Here you will find answers to the most important and frequently asked questions. *To all recruiters: Swisscom does not accept resumes from agencies. Please do not forward resumes to our job's alias, to Swisscom employees, or to any other organizational entity. Swisscom is not responsible for fees associated with unsolicited resumes.* Contact Person Vanessa Méndez ### ### Talent Acquisition Manager ### ### +41 (58) 2236522 ### ### Your Homebase Swisscom (Schweiz) AG ### ### Maschinenstrasse 10, 8005 Zürich ### ###