Lead Performance Management & KPI Tracking (m/f/d) Part-time/Full-time

50-100%

In the customer services area, we are further developing data-driven process control. To this end, we are expanding the existing non-financial KPI set, creating reliable data, and establishing a binding management dialogue for effective control of customer processes. We are not looking for someone who merely prepares numbers. In this role, you have the chance to make a tangible contribution. We are seeking a technically leading personality who combines process understanding, KPI governance, project work, and technological expertise. Someone who creates common, control-relevant key figures from data and drives reporting solutions that have a sustainable impact.

What you achieve

• You take over the leadership and further development of the operational Performance Management & KPI Tracking team in the customer services area

• As Product Owner, you develop, harmonise, and anchor non-financial KPIs or process indicators and ensure that these are uniform, comparable, comprehensible, and relevant for control across departments

• You establish and maintain binding technical definitions, calculation logics, data requirements, responsibilities, and standards for key figures and reports

• You manage reporting projects and initiatives from conception through prioritisation and implementation to operationalisation and continuous development

• You translate technical, functional, and non-functional requirements into clear specifications for data products, data models, and reporting solutions

• You are professionally responsible for the further development of data products and reporting solutions (mainly Power BI) and ensure that reports are actively used in management dialogues to derive concrete measures and thus support continuous process improvements

• You support managers in the application of common performance indicators

What you bring

• Several years of experience in operational performance management, business analytics, process management, reporting, or data-driven control, ideally in the insurance or service sector

• Leadership experience and experience in leading or technically managing projects as well as collaborating with various stakeholders and hierarchical levels

• Sound process understanding of service processes and experience in developing, harmonising, and governing KPI definitions, calculation logics, reporting standards, and responsibilities

• Very good knowledge of Power BI; good SQL skills as well as understanding of modern data platforms and data architectures; ideally, you develop and optimise data models and dashboards yourself. Experience with Databricks or comparable environments is an advantage

• Ability to capture, prioritise, and translate technical requirements into viable solutions in collaboration with business units, IT, and data teams

• Analytical thinking, initiative, assertiveness, as well as a winning and convincing personality who ensures positive collaboration with operational areas through team spirit and communication skills

• Leadership strength with the ability to guide business units through change towards data- and process-oriented thinking

• Fluent German skills, good English skills; knowledge of Python is desirable

Collaboration that makes a difference

We believe in collaboration on equal footing, mutual trust, and people who want to take responsibility. Different perspectives help us develop better solutions – for our customers as well as for us as a team.

Contact

Raffaela Guntersweiler

Recruiting Partner

Your manager

Emanuel Bolter Head OPEX, Business Analysis, Projects (CH)