Service Quality Manager with CX/UX experience (Maternity Cover)

About the role 

 In your role you will contribute to Swiss Re's healthy and transparent risk culture where everyone engages in continuous risk accountability activities.

We are currently looking for a one-year maternity cover for our E2E Delivery CoE, which supports a variety of topics like testing, product insights, UX/CX, talent and performance. If YOU are looking for a dynamic environment, in which you can contribute and grow within different areas, don't hesitate to contact us.  

WHAT you will (primarily) do: 

• support internal incident and problem management
• deliver on our CX/UX requests 
• work on strategic initiatives, which are prioritized on quarterly basis

WHO you will work with: 

• all teams across the organization
• IT support teams (external provider) – checking and communicating KPI measurements and identifying further actions 
• internal customers – application users expecting none or minimum problem when working with an application 
• first level support team (service desk) 

Your activities will cover: 

• regular follow ups on high priority tickets in available dashboards (check whether they are getting proper attention by the external IT support teams) 
• daily check on overdue tickets in the ticketing system (if they are set up correctly and next action is planned) 
• analysis of repetitive incidents and addressing of the findings 
• conducting user research, usability testing, designing and prototyping
• preparation and facilitation of UX workshops/trainings based on need 
• active participation in projects/initiatives prioritized on quarterly basis 

About the team  

The Corporate Functions InfoTech team is part of Group Functions IT in Group Digital & Technology Organization. The team delivers and manages end-to-end digital solutions to Swiss Re’s Corporate Functions. Corporate Functions InfoTech enables employees to be their best and empower them to grow and deliver business value from first contact to leaving, provides employees with a safe and supported environment during their working journey wherever they are working from and clients a service excellence with professional hospitality and an engaging digital experience, provides solutions for services to build sustainable business platforms, manage (external) spend, ensure compliance and drive business excellence.  

About You  

We are looking for a self-driven, and motivated individual with analytical skills and basic IT knowledge: 

• basic understanding of incident and problem management  
• CX/UX experience
• customer focus  
• proactive approach  
• ability to work in an international hybrid team 
• eagerness to learn 

For Slovakia the base salary range for this position is between [EUR 2,200] and [EUR 3,700] per month (for a full-time role). The specific salary offered considers:

• the requirements, scope, complexity and responsibilities of the role,
• the applicant’s own profile including education/qualifications, expertise, specialisation, skills and experience.

In addition to your base salary, you may be eligible for additional rewards and benefits including an attractive performance-based bonus.

#LI-Hybrid