CUSTOMER EXPERIENCE EXPERT – H/F

Job description

Company and environment:
- Business Performance and Quality’s 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 the company strategy and available resources.
- The Customer Experience team’s 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 to provide the best B2B and B2C customer experience with Orange products and services on the Romanian market.
- Business Performance & Quality team has 16 employees, split as follows: 5 employees in Audit team, 4
employees in Customer Experience team, 4 Business Analyst, 3 employees in Quality team
Mission and tasks:
As 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.
The final output of your job is to propose and monitor the implementation of action plans to improve customer experience.
- 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
Profile:
- Analytical skills
- Transversal working
- Customer focus
- Result oriented
- Creativity, initiative and proactivity
- Influence and persuasion
- Autonomy and Resilience
- Very good communication skill oral and writing
- English mandatory
- Good level in Romanian or French required
Ergonomy or Design knowledge of interaction design processes and methodology is a big asset.