On - Specialist – Customer Service Analytics & Reporting - Zürich

Team for Career Site

Customer Service

In short

Our Happiness Delivery (HD) team is growing, and we are looking for an Analytics & Reporting Specialist to bridge the gap between complex data and actionable business insights. In this role, you will be the translator who turns technical metrics into a clear narrative, empowering our leadership and other internal stakeholders to deliver world-class service.

Your mission

– Own the Performance Narrative: You will design, build and maintain the suite of dashboards that tell the story of our success. You ensure that every metric – from traditional KPIs to new automation signals – accurately reflects our performance across all regions.
– Drive Metric Definition: As we adopt new technologies, you will partner with stakeholders to define “what success looks like” for our automation initiatives, translating business goals into measurable KPIs.
– Bridge the Technical Gap: You will collaborate closely with other Business Intelligence teams. You don’t just consume data; you investigate it. You will use your ability to read logic (SQL/LookML) to validate data sources and ensure we have a single source of truth across functions.
– Support Global Leadership: Serve as the primary point of contact for the Happiness Delivery leadership regarding data inquiries, providing them with the trustable numbers they need to make strategic decisions.
– Continuous Improvement: Stay ahead of the curve by identifying opportunities to improve our data structure, optimize reporting efficiency, and adopt industry best practices in customer experience analytics.

Your story

– Past Experience: You have 4+ years of analytical experience in Customer Service, Performance Management, or Operational Excellence. You understand the “heartbeat” of a support operation. Furthermore, you have an academic background on a bachelor’s level in a data analytics field.
– Technical Literacy & Curiosity: You are comfortable working with data logic. You can read and understand basic SQL or LookML to grasp how a metric is calculated – and you are eager to expand your skills in this area as business requirements evolve.
– Automation Fluency: You have had exposure to modern customer service environments and understand how to measure the impact of automation and AI (e.g., deflection rates, model accuracy).
– Tool Proficiency: You have hands-on experience with visualization tools (Looker is a strong plus) and CRM systems (e.g. Salesforce, Microsoft Dynamics 365).
– Communicator & Collaborator: You are empathetic and articulate. You can explain complex data concepts simply to non-technical partners and collaborate effectively across different cultures and time zones.
– Language Skills: Business fluency in English is required.

Meet the team

At On, delivering happiness is not just a phrase, it’s a mission. That’s why we call our customer service team “Happiness Delivery.” Join us in this entrepreneurial environment and be part of an ambitious team motivated to bring creativity and innovation to their work. You will work closely with our teams in Berlin, Zurich, and Portland.