Your Tasks

• Development of business cases for customer care and experience initiatives
• Creation of financial models, ROI calculations, and cost-benefit analyses
• Analysis of customer care processes and identification of improvement opportunities
• Definition of KPIs and success metrics for initiatives
• Preparation of reports and presentations for decision-making
• Support during project execution and validation of business case assumptions
• Measurement of project outcomes and derivation of recommendations

Your Profile

• Several years of experience in Business Analysis, Consulting, or Customer Care/Experience
• Strong expertise in business case development and financial analysis
• Knowledge of customer care processes, KPIs, and best practices
• Experience with data analysis and visualization tools (Excel, Power BI, Tableau)
• Excellent communication and presentation skills
• Structured and analytical way of working with a customer-focused mindset

About Us

Our Global CXI&Care team is responsible for designing and delivering outstanding customer journeys across all touchpoints. We focus on driving service excellence, innovation, and digital transformation to ensure seamless interactions.

The best solutions come from bringing together diverse perspectives. Embracing diversity is key to achieving our vision of becoming the Experience Champion. We value inclusion, foster equal opportunity, and welcome you to be part of our team.