Darum lohnt es sich
Job Description As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. In this role, you build and operate the analytical data foundation for our COO functions – Support, Service Delivery, and Group IT – across the entire customer journey.
You don’t just coordinate, but personally model, integrate, and deliver data from raw sources all the way to decision-relevant insights.
Your work provides the basis for robust KPIs, effective steering, and data-driven transformation across 19 countries. n End-to-end build-out of the COO data warehouse – from data modeling and pipeline development to the integration of relevant source systems and the delivery of usable data products \n \n Linking all key data signals along the customer journey, including customer portal and self-service interactions, ticketing and ITSM data, telephony and IVR, CRM, ERP, delivery processes, product telemetry, as well as incident and release data \n \n Development of a unified and reproducible KPI logic for core operational metrics such as NPS, first contact resolution, time to resolution, early resolution rate, repeat contact rate, escalation rate, MTTR, billable utilisation, and on-time delivery \n \n Design and implementation of dashboards and reports for support, service delivery, and group IT – user-centric, action-oriented, and consistently focused on steering and decision-making \n \n Creation of clean, consistent data str
