CUSTOMER EXPERIENCE EXPERT

Job description

Entreprise:
Orange Romania, Customer Experience Team inside Business Performance & Quality Department
Customer Experience team entity mission :
- Business Performance and Quality main mission is to provide to Orange Romania a consistent, end-to-end and focused business performance & quality for major new business initiatives, aligned with company
strategy and available resources
- Customer Experience team main mission is to develop and promote customer centric-thinking and behavior in Orange Romania; to define Customer Experience main development directions and to lead action plan implementation for providing best B2B and B2C clients experience with Orange products and services on
Romanian market key figures.
- Business Performance & Quality team has 20 employees, split as follows: 5 employees in Audit team, 8 employees in Customer Experience team, 4 Business Analyst, 3 employees in Quality team
Poste et missions:
Customer Experience Expert
Your role will consist in envisioning and shaping a better customer experience across all customer touch
points and channels. You will liaise with resources to drive the development and delivery of necessary
content and functionality to increase customer satisfaction levels. You will work to measurably take the
customer experience to the next level by identifying and monitoring key customer-centric indicators for and
driving improvements.
- develop deep customer insights using quantitative and qualitative data to support recommended
improvements and represent the customer Voice and interest inside the company
- develop data mining reports using customer voice and profiling data in order to determine priorities for actions
- develop new approaches to complex design problems and convey these designs in the form of
presentations, prototypes, and design specifications
- lead cross-functional team efforts to identify, design, and deliver improvements at different customer touch
points, either for new or existing products, offers and customer journey
- develop guidelines to establish and maintain a positive and consistent customer experience
- develop and disseminate understanding of our performance and the one from our competitors: strengths,
weaknesses, opportunities, threats, and differences
- act as customer experience expert in transversal projects/program at local or group level
- define and implement Customer Experience specific reports needed in both Business As Usual and Project mode
- participate to the cultural change toward customer centric thinking and behavior in Orange. Propose
communication and engagement plan around customer-centric behavior
Profil:
- analytical skills
- transversal working
- customer focus
- result oriented
- influence and persuasion
- initiative and proactivity
- autonomy and Resilience
- very good communication skill oral and writing
- English mandatory. Good level in Romanian or French
- Data mining and statistician knoledge
- Nice to have: Ergonomy or Design knowledge of interaction design processes and methodology
Le domaine Clients a pour objectif de développer le chiffre d'affaires en répondant aux différentes attentes des clients (particuliers et grandes entreprises). C'est notamment par une simplification de la relation client et de l'offre de services proposée sur le marché que la conquête et la fidélisation des clients sont en marche.
Les métiers du Services Clients assurent une relation avec les clients du Groupe : demandes d'information sur un produit ou un service, vente et après-vente sont leur quotidien.