On - Global Customer Service Performance Strategist - Zürich

Team for Career Site

Customer Service

In short

As the Global Performance Strategist, you will spearhead the creation of strategic frameworks to enhance performance across our global Customer Service network. Your pivotal role will involve translating complex operational, financial, and customer experience data into actionable insights for both our internal teams and BPO partners. You will be instrumental in creating performance excellence frameworks steering our hybrid Customer Service model, which integrates human support and AI interactions. By developing and implementing comprehensive frameworks, you will define how performance is measured, reported, and continuously improved throughout our global Customer Service Network.

You will work cross-functionally with WFM, Vendor Management, Training & Quality, CX, Finance, and Conversational AI stakeholders to design consistent interpretation frameworks and performance narratives that drive decision-making. Your goal is to elevate performance intelligence from data to actionable clarity, influencing strategy, investment, and experience design.

Your mission

Insight Framework Design & Governance:

– Design, roll out, and maintain a unified hybrid performance strategy across Human and AI interactions.

– Design and continuously evolve cyclical frameworks that interpret performance data across key categories (CX, Quality, SLA, CSAT, FCR, Productivity, Financials).

– Elevate and document performance measurement standards, CKPIs, KPIs, and metric methodologies.

– Establish the criteria and process for automation sign-off (human-to-AI transition readiness).

Insight Generation & Strategic Analysis:

– Own the translation of reporting into meaningful business insights: contextualize “what we see” into “what it means” and “what to do”.

– Conduct Performance comparative analysis across vendors, markets, channels, Lob’s & Hybrid (Digital vs. Human) and historical data to highlight risk and opportunity.

– Build and maintain in collaboration with Data Analysts the hybrid performance reporting framework, integrating both Human and AI Customer Care performance indicators.

– Collaborate with Performance Data Analysts to transform raw data into actionable dashboards, insights, and alerts.

– Track key indicators across vendors and channels to support decision-making at the global and regional levels.

– Support QBRs, executive reporting, and strategic initiatives with clear, outcome-focused insight packs.

Cross-Functional Collaboration:

– Align with Regional Partner Performance Leads to drive adoption and consistent execution of the hybrid strategy.

– Work with AI teams to evaluate readiness and performance of automation initiatives.

Business Performance Foresight:

– Support the development of predictive insight models (e.g. churn risk, DSAT trends, cost efficiency levers).

– Help the business shift from reactive performance correction to proactive performance optimization.

– Contribute to the creation of executive-level foresight decks that connect performance trends with commercial and customer impact.

Your story

– 5+ years in customer service strategy, operations, or business insights roles in an omni channel environment.

– Demonstrated experience in building and executing performance frameworks (KPI interpretation, benchmarking, target setting).

– Strong analytical capability with a storytelling mindset, not just data presentation, but insight persuasion.

– Experience working cross-functionally with BPO / vendor partners, and internal CX or Operation Teams.

– Experience with dash boarding tools, and a strong grasp of how to direct data structuring for insight purposes. SQL knowledge is highly preferred.

– Understanding of how automation and AI impact performance monitoring in hybrid environments.

– COPC Lean Six Sigma certification, and experience with Looker would be an asset.

– Business proficiency in English is required.

Meet the team

You will be part of the larger Data & Business Optimization Processes / Global Vendor Management Team, consisting of 6 team members, and act as a critical enabler of Happiness Delivery (HD) operational efficiency in our customer service BPO ecosystem. By integrating Vendor Performance Management and Workforce Management (WFM), this team ensures a seamless, scalable, and sustainable service delivery model that enhances customer experiences while driving business value.