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Customer Insights & Analytics Expert

Swiss Re

Information about the position

  • Place of work: Mlynské nivy 12, Bratislava
  • Basic wage component (gross) and other rewards: Minimum base salary for this job from 1700 EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits.*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re
  • Start date: 15.03.2019
  • Contract type: full-time

Job description, responsibilities and duties

About the Role

Your main duties will be:
•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
•Where required, support cognitive computing initiatives
•Further develop capabilities to analyse unstructured data (text mining, semantics/sentiment analysis, NLP)
•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 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 be 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.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

About You

•Advanced analytics, reporting and data visualisation skills
•Excellent 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 RAbility to write and understand complex SQL queries'Black belt' in ExcelUniversity degree in Computer Science, Data Science, Engineering, Statistics, Mathematics or comparable education
•3+ 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


Brief description of the company

As the world's leading reinsurance company, Swiss Reinsurance Company, based in Zurich, Switzerland, we specialize in covering concepts in capital and risk management.
We combine financial strength with experience, knowledge and creative thought to exploit new opportunities in the interests of our clients, staff and shareholders. Opportunities for you. Opportunities for us.

Number of employees

1000 an more employees

Company address

Swiss Re Management AG
Mlynske Nivy 12
821 08 Bratislava