Understand and implement the strategy to establish a strong holistic Experience Management Program.
Collaborate with the CRM team, internal and external stakeholders to enable the CX roadmap. Ensure smooth integration with CRM, CX channels, touchpoints, and tools.
Determine the best customer satisfaction measurements at the right touch points. Select appropriate methods, techniques, and evaluation criteria.
Support the development of the Customer Sentiment program in collaboration with internal stakeholders and external integration parties. Act as a technical expert to ensure seamless integration and functionality.
Advise on and develop state-of-the-art surveys, including clarifying business requirements with stakeholders. Advise on survey design and settings to ensure effective data collection. Organize and manage survey data, ensuring it is correct and confidential. Clean and validate data for high quality. Customize survey questions, formats, and designs.
Support the technical integration of CX touchpoints. Oversee and steer technical implementation partners to ensure successful execution.
Develop dashboards within the CX tool for management. Ensure transparent and stakeholder-oriented communication through effective dashboard design.
Plan and oversee CX projects from inception to completion. Coordinate with various teams to ensure project milestones are met. Monitor project progress and address any issues that arise. Ensure projects are completed on time and within budget.
requirements-expected :
Bachelors Degree in Computer Science, Information Systems, Statistics, Market Research, or a related discipline.
Extensive experience with Qualtrics, including survey design, data management, and integration capabilities.
Strong knowledge of Salesforce, including experience with Salesforce integrations and data management.
Proficiency in JavaScript for customizing survey questions and formats.
Experience with APIs and integrating survey data with other systems.
Proven experience in designing and implementing surveys, preferably in a customer experience (CX) context.
Demonstrated experience in integrating survey platforms with CRM systems and other tools.
Profound project management skills, experience in agile working methods and high technical expertise on customer experience processes
Ability to work independently, cross functionally and in a multi-cultural team
offered :
An employment contract in a stable, global company;
Implementation package-full training and support from experienced managers and employees who will make sure that you feel comfortable while performing newly entrusted tasks;
Hybrid system work and flexible working hours;
Possibility of participation in private medical care (including dental care) and life insurance;
Cafeteria system/Sport Card;
Global Referral Program;
Holiday benefit
Very good working atmosphere; working in an international team, interesting projects and tasks;
