Customer Experience Specialist İş İlanları

QUALIFICATIONS AND JOB DESCRIPTION

Customer Experience Specialist (Journey Design & Project Management)

We are looking for a highly motivated Customer Experience specialist to join our growing customer experience team. A successful Customer Experience Specialist will be able to support key experience design/re-design efforts and projects in partnership with journey designers, always keeping the customer integral and at the core.

We want extraordinary people to work on creating extraordinary experiences that wow our customers and set us apart from the rest.

Responsibilities

Responsible for periodically form customer data for all customer journeys for both NPS and CSAT measurement systems
Monitoring and reporting NPS and CSAT results and customer comments for all customer journeys
Analyzing customer feedbacks and get insights to develop business cases and necessary action plans
Translates data and information into meaningful findings and insights.The candidate should be able to clearly communicate within team and to external stakeholders
Responsibility of monthly Customer Experience Committee & Governance meetings’ organization with on time and high qualified delivery
Considers, plans and delivers an overall approach based on customer feedbacks to run projects, including research methodology, development workshops, stakeholder engagement, colleague engagement and concept creation set
Working with cross functional teams to understand their needs, set projects and manage / assist those projects
Taking responsibility to re-design/design end to end product, service or customer journey maps. Make sure that every design is created to support the company strategy, including helping customers control their energy use, achieving market leading customer satisfaction and delivering a much more efficient, effective and agile business
Ability to identify best practices and benchmarks in order to improve customer experience and customer centric approach

Qualifications

Bachelor's Degree (BA, BS) in Industrial Engineering, Economics, Business Administration or a related disciplines
Experience working in the customer experience, innovation or design thinking fields is a plus
Good knowledge in Customer Experience frameworks and measurement is a plus
Excellent analytical, problem solving and project management skills required
Good presentation and communication skills and able to influence others internally
Ability to work with, influence, and align with multiple stakeholders and cross functional teams across all levels of the organization.
Advanced MS Office knowledge especially in Excel and PowerPoint
Customer Centric point of view
Willingness to participate in projects that trigger changes
Attention to details, deep dive analysis capability
Proactive, curious, dynamic and teamplayer
Excellent level of English – both written and verbal
SAP & SAS knowledge is a plus
Preferably no military obligation for male candidates

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