Business Analyst eCare - Chat & App (f/m/d) 80-100%

Join us in the top league!

We're the leading challenger in the Swiss telecoms market and we're listed on the Swiss Stock Exchange SIX. With more than five million subscribers, Sunrise provides leading mobile, landline, Internet and entertainment services. We boast a dynamic and international work environment. Future-oriented ways of working and workplaces make us one of the most attractive employers in the Swiss market. Join our team and help shape the digital future with us.

Make the most of your talent: Get to know Sunrise right here !

We are seeking an analytical and customer-focused Business Analyst to our eCare team to support the development, enhancement, and optimization of our chatbot solutions. In this role, you will gather, analyze, and document business requirements, customer needs, and performance metrics to ensure our chatbot meets its goals of delivering seamless, accurate, and engaging interactions. Collaborating with product owners, business analysts, developers, and UX designers, you will play a key role in refining the chatbot's functionality and ensuring that it continually improves in alignment with user needs and business objectives.

Responsibilities:

• Gain full knowledge and ownership of our support chat- & chatbot solutions
• Identify, estimate and implement efficiency opportunities
• Translate processes improvements into clear requirements
• Work closely with customer journey owners to identify support opportunities in chatbot
• Measure the chat success and efficiency by monitoring and understanding user behaviour and intents
• Identify new innovation possibilities by staying updated on chatbot trends, conversational AI advancements and best practices

Requirements:

• 3+ years experience in the field, Telco experience is welcomed
• Familiar with chatbot technologies, user experience design for conversational interfaces and best practices
• Experience with customer service processes and how chatbots can enhance customer support
• Good at talking to people and solving problems together
• Advanced English

At Sunrise, you will work in a dynamic and international environment where every voice is heard, perspectives are shared, and values are respected. We are an equal opportunity employer, with a diverse workforce, which is part of the success of our business. Sunrise has partnered with «Advance Gender Equality in Business», is a recipient of the Swiss LGBTI-Label and is certified with the «Fair-ON-Pay Advanced» for providing equal pay for work of equal value to women and men.

In addition to our new «FlexWork» working model, we offer you above-average social benefits and attractive product advantages from the Sunrise range.

Seize this opportunity to join us on our journey to actively help shape our future!

Information for agencies: Application dossiers sent or uploaded by placement agencies, or the like are not desired and will therefore not be considered and deleted.

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