CUSTOMER EXPERIENCE & QUALITY LEAD M/V/X

Description de l'entreprise

• Our client is a leading European consumer services organization operating across multiple international markets.
• Recognized for its customer-centric approach, the company continuously invests in service excellence, operational efficiency and process improvement.

Description de la fonction

• Monitor and assess customer interactions and service quality performance to identify trends, gaps and opportunities for improvement.
• Design, coordinate and manage customer experience assessment programs, including quality audits and mystery shopping initiatives across multiple countries.
• Analyze customer feedback, operational performance metrics and quality data to support informed decision-making.
• Map and evaluate customer journeys across channels, identifying friction points and recommending practical improvement actions.
• Collaborate with operational and regional stakeholders to support the implementation of service quality and customer experience initiatives.
• Prepare insightful reports, dashboards and presentations for leadership teams, translating data into clear business recommendations.

Profil

• Bachelor's or master's degree, or equivalent professional experience.
• 3-5 years of experience in Customer Experience, Service Quality, Operational Excellence, Business Analysis or a related field.
• Strong analytical mindset with the ability to interpret complex data, identify trends and transform insights into actionable recommendations.
• Advanced proficiency in Excel, Power BI and reporting tools.
• Excellent communication and stakeholder management skills, with the ability to work effectively in a multicultural environment.
• Able to work autonomously in a cross-functional environment.
• Fluent in English and French or Dutch; additional European languages are considered an asset.
• Flexible to travel across Europe (approximately 20%).

Compétences linguistiques

• Français (atout)

  • Comprendre : Expérimenté - (C1)
  • Écrire : Expérimenté - (C1)
  • Lire : Expérimenté - (C1)
  • Parler : Expérimenté - (C1)

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