CUSTOMER EXPERIENCE ANALYST M / F - FEX000047

Job description

Entreprise:
Solvay is a multi-specialty chemical company committed to developing chemistry that addresses key societal challenges. We innovate and partner with customers in diverse global end markets. Our products and solutions are used in planes, cars, smart and medical devices, batteries, in mineral and oil extraction, among many other applications promoting sustainability. Our lightweighting materials enhance cleaner mobility, our formulations optimize the use of resources, and our performance chemicals improve air and water quality.
Poste et missions:
Reporting to Global Head of Customer Experience, she/he will be responsible for the following missions/activities:
- Contribute to Net Promoter System projects :
a) Support the management of customer satisfaction surveys
b) Project management: organization and follow up of NPS key milestones
c) Support the analysis of surveys results and prepare overview
d) Propose continuous improvement of the methodology
The mission of the Customer Experience team within the Excellence Center organization is primarily to :
- Roll out across the group the Net Promoter System, a holistic methodology aiming at capturing customer feedback in a more systematic way along the end-to-end customer journey in order to better integrate customer feedback in all our decision making processes and to foster a customer feedback culture in the entire frontline organization.
Key Challenges :
- Working with cross-functional, cross-cultural and international teams
- Handle different sub-projects simultaneously
Internal & external contacts :
- GBU employees from different locations worldwide
- Excellence center team members
Profil:
Master’s degree: Commercial Engineer, Business Administration, Applied Economics.
Ideally first successful experience in the customer satisfaction/relation domain.
- Strong analytical & synthesis skills
- Advanced mastering of Microsoft Excel and PowerPoint
- Problem solving skills, perseverant and results oriented
- Ability to anticipate tasks
- Strong communication skills, both verbally and written
- Ability to work collaboratively in a multi-cultural and international environment
Fluent in English written and spoken
Knowledge of French is a plus.