Job
- Level
- Experienced
- Job Field
- Product
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Montabaur, Berlin, Karlsruhe, Zweibrücken
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you analyze user behavior and develop KPI logics for the enhancement of digital service products, collaborating closely with various stakeholders to optimize AI-supported solutions.
Your role in the team
- As a Product Analyst (m/f/d) in the Executive Board Department of Operations Customer Care, you will support the professional development of our digital and AI-supported customer service products with a clear analytical focus.
- Together with the Product Owner, you ensure that decisions are made based on data, potentials are identified early, and measures are effectively derived.
- Your focus is on making usage behavior, customer needs, product performance, and service impact transparent across various digital channels and products, and deriving concrete impulses for further development from this.
- This includes, among other things, self-service platforms such as the Control Center as well as AI-powered solutions like chatbots, voicebots, or other digital assistance systems.
- In this role, you will work closely with internal stakeholders such as our IT and technology organization, UX, Customer Insights, Data experts, and Operations.
- The position is based at our locations in Montabaur, Karlsruhe, Berlin, Frankfurt, and Zweibrücken.
- They support the Product Owner in data-driven management and further development of digital and AI-supported service products.
- They analyze user behavior and customer journeys to identify optimization potentials and service needs.
- They develop KPI logics and reports to measure satisfaction, efficiency, and performance across all channels.
- They derive concrete recommendations for action from analyses to continuously improve products and customer experiences.
- They identify weaknesses in self-service and AI solutions to specifically enhance problem-solving capabilities.
- You work closely with IT and stakeholders, preparing analysis results appropriately for management decisions.
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Our expectations of you
Education
- You hold a degree in (Business) Informatics, Mathematics, Data Science, Business Administration, or a comparable qualification.
Qualifications
- Ideally, you have knowledge in managing AI solutions such as chatbots or voicebots, as well as experience with modern analytical methods.
- They demonstrate strong conceptual skills and prepare complex issues in a structured manner that is suitable for management.
- You work proactively and communicate confidently in German and English to effectively support various stakeholders with data and insights.
Experience
- You bring several years of professional experience in an analytical role, ideally in the field of digital products, Product Analytics, or Business Intelligence.
- You possess a strong numerical aptitude as well as experience in analyzing usage data, KPI systems, and performance metrics.
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What we offer
- Attractive salary
- Strong community of team players
- Trust-based working hours with flexible scheduling and the possibility to work up to 40% remotely.
- Numerous training opportunities online and offline
- Discounts on 1&1 products and various leisure offers
- Company-owned restaurant
- Free drinks and fresh fruit
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Benefits
Food & Drink
Health, Fitness & Fun
Work-Life-Integration
Topics that you deal with on the job
Job Locations
This is your employer
Drillisch AG
Als einer der großen netzunabhängigen Telekommunikationsanbieter setzt die Drillisch Online GmbH mit einem umfassenden und innovativen Portfolio an Dienstleistungen und Produkten aus dem Bereich mobiler Sprach- und Datenkommunikation regelmäßig neue Impulse am deutschen Mobilfunkmarkt.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Product Owner Digital Customer Service
- Location
- Montabaur, Berlin, Karlsruhe, Zweibrücken
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
