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Senior Lead - Customer Service Analytics & Reporting
Location: Zurich
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In short
You will lead the Analytics & Reporting team, the strategic nerve center of our Happiness Delivery organization. This talented team of specialists is dedicated to transforming complex data into clear, trusted insights. Your team's mission is twofold: to empower every leader and team with the actionable data they need to excel, and to ensure the absolute integrity of our data ecosystem. You are the architects and guardians of our performance narrative, providing the foundational truth that enables data-driven excellence across the entire department.
This role can be placed in our Portland, Berlin or Zürich offices.
Your Mission
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Develop and Drive Strategy: Design and implement a global data governance strategy for all Happiness Delivery data, ensuring consistency and reliability across all teams and regions. Furthermore, you will moderate KPI review related sessions in a cross-functional setup.
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Lead a Global Team: Lead, mentor, and develop a high-performing team of Analytics & Reporting Specialists, located in Berlin (GER) and Portland (US), building a culture of precision, partnership, and proactive problem-solving.
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Forge Key Partnerships: Act as the primary liaison with central Business Intelligence (BI) and other data teams, collaborating to define new KPI logics and ensure our data ecosystem is seamlessly integrated.
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Deliver Actionable Insights: Oversee the creation and maintenance of a suite of performance dashboards and reports, translating complex business needs into clear, visually compelling insights for stakeholders at all levels.
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Serve as the Expert: Act as the senior subject matter expert and point of escalation for all data-related inquiries from Happiness Delivery, providing strategic guidance and clear answers based on industry best practices in data analytics.
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Your story
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Proven experience leading a data, analytics, or business intelligence team, ideally in a global or multi-location setting (8+ years).
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Deep expertise in data governance principles and a track record of successfully implementing them.
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Strong proficiency with data visualisation tools (e.g., Looker, Tableau) and a solid understanding of CRM systems (e.g., Salesforce, Dynamics 365).
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Demonstrated experience working with stakeholders across different levels, and cross-functional partners to define business requirements and KPI logic.
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Full professional proficiency in English is required.
About the Team
At On, delivering happiness is not just a word, but it’s a mission. And that’s also 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 in their work. You will work closely with our Teams in Berlin, Zurich and Portland, and our external partners.
Rikiya
Happiness Delivery System Specialist, Yokohama
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.
What to expect
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.