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Customer Reporting Analyst

Swiss Re

Information about the position

  • Place of work: Mlynské nivy 12, Bratislava
  • Basic wage component (gross) and other rewards: From 2 000 EUR/monthThe minimum gross monthly base salary for this role is 2000 EUR full time. Our final offer to you will be set up fairly, considering the skills and experience that you bring to the Swiss Re Group. You can look forward to extra rewards and benefits including an attractive performance-based bonus..
  • Contract type: full-time

Job description, responsibilities and duties

About the Role

We are looking for a Customer Reporting Analyst to join ContactOne in the Customer Service team and drive the creation of insights out of data to manage and improve SwissRe's operations services.


Specifically, the role will be responsible to:
• Build and streamline reporting solutions to facilitate business insights for ContactOne (based on Palantir and Foundry, MS Power BI)
• Develop and maintain visualizations that assist partners to monitor their operations in the ContactOne ecosystem (self-service)
• Provide expert assistance to ContactOne teams and partners so that they can develop their own operational reports and conduct basic analysis to gain insights or opportunities
• Deep dive into ContactOne data on an ad-hoc basis (at least quarterly) using state of the art analytical and reporting frameworks to provide insights into service trends and service quality
• Train partners on KPI's, metrics, reporting, and how to use dashboards and visualisations. Assist in stakeholder management (requirements gathering, visualization and tool maintenance, documentation and user training)
• Identify data quality issues, trace root cause through sophisticated data pipelines across several systems (Service Now, Oracle/Azure and Palantir) and drive solutions through SR's datalake supporting teams

The role provides you with exposure to leaders within Operations. Further, you will closely work together with Reporting analysts, Product Owners, CoE leads and Circle leads. If you are eager to deploy your results-oriented mindset, and ready to work with customer service specialists across the globe, you are the right person to join our team! Are you up for the challenge?

About the Team

Customer Service is a unit in the Group Digital Transformation department of SwissRe which provides outstanding and efficient customer care services through multiple channels and acts as a single point of contact for customers. Boosted by AI and digital self-service we are a hardworking and passionate team which emphasizes talent development in an agile digital world.

ContactOne is the one place to go for SwissRe employees which makes it quick and easy to get what they need from Group Operations and HR (this includes Information Technology, Corporate Real Estate and Services, Human Resources, Communications, Global Business Services, Legal & Compliance). We have additionally started the journey to grow SwissRe's client-facing support capabilities with an initiative ContactOne for Clients.

To achieve these goals, we seek to use innovative data sources and analytical models to improve traditional reporting capabilities by sophisticated visualizations and predictive insights.

Information about the selection process

*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.

We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity – diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences – at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.

We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

• Bachelor or Master's Degree in a relevant quantitative field, e.g. Computer Science, Mathematics, Statistics or other
• Good work ethic and self-starter who can deliver results quickly
• Ability to think strategically to develop and implement new concepts
• Creative approach to presenting insights with compelling visuals
• Experience with MS PowerBI (Microsoft Certified: Data Analyst Associate is a plus)
• Experience with Palantir Foundry and Slate
• Basic data engineering knowledge (JSON, relational data, APIs)
• Data modelling skills (to contribute to data ontology and data dictionary definitions)
• Familiarity with Python, Spark SQL is a plus
• Experience with web analytics and event tracking data (e.g. Matomo/PIWIK) is a plus
• Experience with ticketing processes/systems and KPI's like SLA's and NPS is a plus

Advertiser

Brief description of the company

As the world's leading and most diversified global reinsurer, we offer as our core business financial services products that enable risk taking essential to enterprise and progress. Our company was founded in Zurich, Switzerland in 1863, and operates in more than 25 countries and provides its expertise and services to clients throughout the world. We combine financial strengths with experience, knowledge and creative thought to explore new opportunities in the interests of our clients, staff and shareholders.

Number of employees

1000 and more employees

Company address

Swiss Re Management AG
Mlynske nivy 12
821 08 Bratislava

Contact

Kontaktná osoba: Peter Hrivnak