Your Tasks

• Acting as a customer ambassador to create memorable "Wow" moments for our customers
• Making customer satisfaction the core of every action
• Ensuring data accuracy, integrity, and consistency across our global environment
• Understanding of KPIs like CSAT, NPS, FCR, AHT and ability to connect metrics to operational and strategic improvements
• Leveraging advanced analytics, reporting and AI-driven tools to generate actionable insights and proficient in SQL, Excel, Power BI/Tableau/Looker/ being able to design, automate and maintain dashboards and reports
• Collaborating with data engineering teams by effectively handling data warehousing tools (e.g. BigQuery, Azure Data Lake)
• Partnering with cross-functional internal stakeholders through discussion, presentations, recommendations to define needs and deliver impactful data and meaningful insights gained through data analysis to be used to develop operational plans and actions
• Acting as a data translator between operations, analytics, and leadership

Your Profile

• Bachelor’s or Master’s degree in Business Administration, Computer Science, Business Analytics, Statistics, or a related field as well as several years of professional experience required
• Experience in CX, contact center or customer care is a must
• Experience with CRM/Support platforms (e.g., Salesforce, Zendesk, Oracle Service Cloud) and their data models
• Genuine passion for data and customer insights
• Strong verbal, analytical and presentation skills
• Detail-oriented and precise working style
• Proven ability to manage cross-functional interfaces and collaborate effectively with various stakeholders
• Experience in an international role is a plus
• Fluent in English (mandatory); proficiency in German is an advantage

About Us

As part of the global customer care team, you serve as the key ambassador for the customer within the organization. In close collaboration with both internal and external partners, you ensure seamless customer support operations.

You create reports and action plans based on relevant performance and quality KPIs, as well as customer insights, for the broader organization and top management.

With a strong data-driven mindset, you identify opportunities for improvement and passionately bring them to our partners and country organizations—driving their implementation from concept to execution.