Missions
Where is the Position?The position is located in Ballerup, Denmark in Northern Europe, in multicultural team within dynamic & challenging environment.
Which missions will you lead?
As a Customer Experience Champion, you will lead satisfaction performance improvements by collaborating with zone leaders. You will manage customer relationships, analyze feedback, and drive enhancement projects to organically improve satisfaction. Your main missions will be:
SPOC in Customer Experience Team: Own Touch Point and Persona satisfaction performance improvement by working closely with Zone Touchpoint and Persona leaders.
Relationship Management: Cultivate and maintain strong relationships with customers, understanding their expectations and needs to offer personalized solutions.
Feedback Analysis: Collect and analyze customer feedback and identify areas for improvement/enhancement and define clear priorities to implement corrective actions that enhance the customer experience.
Drive enhancement projects to improve Touchpoint Customer Satisfaction Performance organically
Collaboration: Work closely with internal stakeholders, such as digital, business, marketing, and technical support, to ensure customer needs are met and improvement action plan are executed
Process Development: Contribute to the development and continuous improvement of processes and policies related to customer experience, aiming to increase efficiency and satisfaction.
Performance Reporting: Monitor key performance indicators (KPIs) related to customer satisfaction and report monthly customer satisfaction metrics and action plan progress, using data to make informed decisions and drive improvements.
CXD Community Engagement: Actively participate and engage in networks for knowledge sharing
Profil recherché
What are the qualifications we are looking for?Education: Master’s degree in Business or related field
Work experience: A minimum of 1 year of experience in Customer Experience Quality (internship/apprenticeship included) (internship/apprenticeship included) .
Skills:
Proficiency in financial software and ERP systems (e.g., SAP) .
Microsoft Office esp. - Advanced Excel skills / Knowledge of Tableau
Strong analytical and problem-solving skills.
Excellent communication and presentation skills.
Requested languages: English full professional capacity.
Personal abilities or skills:
Attention to detail and accuracy and strong organizational skill
Ability to work under pressure and meet tight deadlines.
Commercial mindset, seek to give advice, and dare to challenge
Team player with the ability to work independently