Customer Experience Transformation Lead
The Customer Experience (CX) Department has several key objectives:
* Integrate customer-facing services and systems.
* Develop a corporate roadmap aligned with business objectives.
* Deliver strategic projects and programs to enhance the customer experience.
* Define CX strategy and ensure its effective execution through key enablers.
Your role in a nutshell
You will contribute to spreading a customer-centric culture within the organization:
* Ensure seamless and optimal customer journeys across all touchpoints.
* Maintain and improve KPIs, highlighting areas for improvement and leading action plans when necessary.
* Drive CX/Business streams within large projects.
* Foster engagement among stakeholders through the CX Community.
* Act as an internal consultant on non-CX related topics.
* Exercise empowerment to make a meaningful impact.
* Negotiate and collaborate with other divisions of the company.
Your profile
* A master's degree or equivalent combined with at least 5 years of relevant experience.
* Exceptional communication, negotiation, and diplomacy skills, including presentation expertise up to senior level.
* Strong analytical and problem-solving abilities.
* Rigorous result-driven approach.
* Fluency in English and preferably French or Dutch.