Job Description

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork - every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.
As a Strategy and Insight Analyst, you'll play a key role in supporting strategic initiatives across Customer Operations. You'll use data to understand customer behavior, uncover pain points in the journey, and help leadership make informed decisions. By collaborating closely with cross-functional teams, analyzing complaints, monitoring performance, and presenting insights to top management, you'll help drive improvements and challenge the status quo to enhance customer satisfaction and operational efficiency.
YOUR CHALLENGE:

• Support on strategic project management activities for customer operations, help drive initiatives which span across multiple teams, and support in managing stakeholders across all levels
• Through data, gain an understanding of our customer's behaviour, which enables the management team to take key strategic decisions. Build presentations with strong storylines, which are understood by top management
• Leverage already existing analyses and reports on customer satisfaction (NPS) to identify pain points in existing customer journeys. Work very closely with CJEx/eCare teams to monitor the impacts of changes across the organization
• Analyse incoming complaints to assess how our channels are currently performing, provide reports and identify pain points, in close collaboration with the complaints team
• Closely interact with the Steering and Forecasting teams to measure impacts of daily activities in an ad-hoc, need-based manner. Collect the findings of event impacts in order to proactively flag potential risks arising when new activities are planned
• Provide regular performance insights to the CO management team highlighting trends and targets on key dimensions (e.g. volume, call reasons); think outside the box to bring new, improved, ways of working and challenge the status quo

YOUR SKILLS:

• Master degree in Business Administration or comparable course of study
• Excellent communication skills to tell stories about customer operations numbers
• Excellent Powerpoint skills, ability to tailor presentations to the right audience
• Ability to work with multiple stakeholders at once and prioritize work accordingly
• Solid Excel knowledge, used to derive meaningful business information from data, Power BI knowledge is a plus
• Able to work with AI powered tools and language analysis models
• Fluent in English and German, Italian or French would be a plus

At Sunrise, you'll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn't just a program for us, it's part of our DNA. By celebrating our differences, we achieve great things together.
Sunrise has partnered with Advance - Gender Equality in Business. We've also been awarded the Swiss LGBTI label and Fair-ON-Pay Advanced certification as recognition for offering all our employees equal pay for work of equal value.
Ready to rise to the challenge? Then join the team and actively shape our future!
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Information for agencies: Application dossiers sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.
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