What's in it for you?
- You will have the opportunity to take part in a project of great social importance.
- Decisions are taken here in Belgium. At the same time, you are part of an international story, thanks to our many activities in Europe, the US, and Asia. ️
- You will find yourself in a company in a state of flux. Admittedly, this creates some complexity, but above all a lot of challenges and innovative projects.
About the company
Our client is always on the move. As a leading operator in Belgium and an international provider, they c reate real connections between millions of people, businesses and communities. They create an environment for our people with challenging projects, inspiring collaborations and the latest technologies, offering interesting job opportunities and training programs for every employee.
Within this context, they are looking for a Customer Experience Manager to reinforce the dynamic and enthusiastic Solution team.
About the job
As a member of the Solution Team, you are the voice of the customers. You proactively increase customer satisfaction and loyalty through ensuring fluent customer interactions, in line with customer needs and managing the customer life cycle end to end. You work closely with multiple teams, giving support in m aking strategic choices from a customer point of view, with the objective of realizing successful implementations by focusing on the customer’s expected experience.
As a Customer Experience Manager, you identify what customers expect, propose solutions, design an optimal customer journey for on- and offline channels, develop and market this optimized journey together with the right internal stakeholders.
Your Responsibilities:
Gain a continuous ° view of your customers:
1. Conduct thorough internal and external (market) research.
2. Ensure insights are translated into ongoing improvement initiatives.
️ Create the customer experience roadmap:
3. Align with the company’s strategy & customers’ expectations.
4. Drive the roadmap's implementation.
Monitor customer satisfaction & performances:
5. Formulate recommendations for adapting customer journeys, features, and processes.
Propose simplification actions:
6. Focus on business processes and customer journey maps.
7. Use an innovative, data-driven, and customer-centric mindset.
Build and maintain long-term relationships:
Collaborate with both internal and external stakeholders.
About the ideal candidate
8. You have a master's degree (or equivalent by experience) and min. years of experience in customer experience program & customer journey mapping.
9. You use data, market studies and your analytical skills to transform insights into concrete actions and balance short term quick wins with a long-term vision ensuring a continuous improvement of the customer experience.
10. You have a strong understanding of (data driven) technologies.
11. You work autonomously in a transforming environment and have strong planning and organization skills.
12. You are passionate to drive change and strive for brilliant execution.