What are the responsibilities and job description for the Business Analyst position at Sonova?
Who we are
At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.
Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,
Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.
Business Analyst
Aurora, IL
Business Analyst
We are seeking a skilled Business Analyst to join our Customer Success team in Aurora, IL (hybrid). This role serves as the subject matter expert for the phone system, Workforce Planning, Salesforce, and SAP. The analyst supports specialized customer teams and leads data analysis to optimize resource allocation, service levels, and costs. They will integrate data from ACD/IVR, Salesforce, and SAP, partnering with Customer Success, IT, Finance, and HR to deliver actionable insights and executive-ready reports.
Responsibilities:
- Develop multi-period demand forecasts and capacity plans by channel (inbound voice, email) and by customer-type team, incorporating historical trends, seasonality, campaigns, product launches, and channel mix.
- Design and optimize staffing models and shift plans to meet target service levels while controlling labor costs; support pilots of dynamic resource allocation that align experienced Customer Success Reps with highest-value interactions.
- Design, create, maintain and own bowlers (metrics tracking dashboards) to monitor team and individual performance. Provide executive summaries with clear, data-driven recommendations.
- Integrate and harmonize data from telephony platforms (ACD/IVR), Salesforce or other CRM systems, and SAP to create a reliable single source of truth for planning and analysis.
- Ensure data integrity, consistency, and usability across all reporting tools and platforms.
- Collaborate with cross-functional teams to identify opportunities for process improvements and automation.
- Train and support end users on reporting tools and dashboards.
More about you:
- Bachelor’s degree in Business, Analytics, Statistics/Mathematics, Operations Research, Industrial Engineering, or a related field, or equivalent experience.
- 5 years of experience as a Business Analyst or in a similar role, preferably in a customer success or operations environment.
- Strong expertise with Salesforce, SAP, and enterprise phone systems; experience with workforce management systems such as WebEx, NICE, or Verint.
- Advanced proficiency in data analysis and visualization tools, including Excel, Power BI, or Tableau.
- Excellent communication and storytelling skills with the ability to translate complex data into actionable business insights for non-technical audiences.
- Proven ability to lead cross-functional efforts, identify process gaps, and drive solutions that enhance performance and reduce escalations.
- Professional certifications in analytics or workforce planning (e.g., CBC, CAP, Six Sigma) and bilingual proficiency in English and Spanish are a plus.
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!
We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources
What we offer:
- Medical, dental and vision coverage*
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401k plan with company match*
- Company paid life/ad&d insurance
- Additional supplemental life/ad&d coverage available
- Company paid Short/Long-Term Disability coverage (STD/LTD)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
- Paid parental bonding leave
- Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
- Robust Internal Career Growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
- Plan rules/offerings dependent upon group Company/location.
This role's pay range is between: $105,600.00 – 116,160 . This role is also commission eligible/bonus eligible.
How we work:
At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
Sonova is an equal opportunity employer
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
Salary : $105,600 - $116,160