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Location: 

Adliswil, ZH, CH

 

Customer Insights & Analytics Expert 

About Swiss Re

 

The Swiss Re Group is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. It anticipates and manages risk – from natural catastrophes to climate change, from ageing populations to cybercrime. The aim of the Swiss Re Group is to enable society to thrive and progress, creating new opportunities and solutions for its clients. Headquartered in Zurich, Switzerland, where it was founded in 1863, the Swiss Re Group operates through a network of around 80 offices globally. It is organised into three Business Units, each with a distinct strategy and set of objectives contributing to the Group’s overall mission.

 

About the Role

 

Your main duties will be:

  • Lead and support the building of sophisticated analytics solutions that allow us to analyse and measure multichannel customer journeys end-to-end by leveraging data from different sources (e.g. ticket data, web data), detect anomalies, predict volumes and satisfaction levels
  • Further develop capabilities to analyse unstructured data (text mining, semantics/sentiment analysis, NLP, search)
  • Where required, support cognitive computing initiatives
  • Help team and Partners to understand and interpret data to derive actions or take decisions
  • Create compelling data visualisation to speed up understanding of complex information
  • Deliver complex ad-hoc analyses (e.g. on customer base, behaviour or service quality)
  • Provide input for presentations to senior stakeholders with regards to Customer Insights and Service Performance
  • Be the Crew Lead to a team of 5 people of different profiles and ensure smooth collaboration among them, across locations as well as analytics and reporting counterparts from other teams
  • Become an active member of Swiss Re's analytics community

 

About the Team

 

Customer Experience and Digital Delivery (CEDD) is mandated to shape and improve Customer Experience and drive the Digital Transformation within Group Operations and Group Functions, 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.

 

About You

 

You…

  • You love quantifying things!
  • Advanced analytics, reporting and data visualisation skills (Tableau would be a plus)
  • Great data modelling skills and experience
  • Good knowledge of algorithms and data structures, sound understanding in relational data bases (entity relationship model)
  • Advanced coding and programming, preferably in Python and/or R
  • Ability to write and understand complex SQL queries
  • Experience with non-relational databases
  • Experience with search technologies (Apache Solr, Apache Lucene…)
  • 'Black belt' in Excel
  • Nice to have: basic front end development skills (Java script, HTML, CSS)
  • University degree in Computer Science, Data Science, Engineering, Statistics, Mathematics or comparable education
  • 5+ years professional experience in analytics
  • Proven problem-solving skills and attention to detail
  • 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
  • Ability to 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 and teams from other units
  • Self-organised and have a good feeling of when you have just to inform, to consult, to involve or to ask others for approval.

 


Keywords:  
Reference Code: 82849 

 

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