Specialist - Customer Service Analytics & Reporting

Specialist - Customer Service Analytics & Reporting

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 trustworthy 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.

About 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.

Just by the banks of the Limmat you’ll find our largest global hub in Zürich West – On Labs – where you can hike up 12 floors through our custom-built spiral trail.

Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.

What we offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.

Step One:

It starts with you...

You'll start by submitting your application to a specific role.

We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. If you're a good fit to the role, a recruiter will follow up with you directly. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.