Customer Voice Partner
Athens, GRC
πριν από 7 ώρες

Role purpose :

Customer Voice Partner’s mission is to collect CX insights and alongside with commercial teams to turn them into actionable initiatives that will lead to a great, consistent and seamless customer experience of our products across channels and touchpoints.

Key accountabilities and decision ownership :

  • Collates and monitors customer voice across NPS trackers, channels and touchpoints, leveraging on multiple customer experience listening tools, touchpoints and surveys.
  • Medallia, CC analysis, Voice of the frontline, trouble tickets, Complaints & Detractors and other).

  • Builds and monitors NPS dashboards across segments and products.
  • Understands customer experience strengths and opportunities and collaborates with commercial teams to ensure transformation into actions.
  • Monitors all proactive and reactive segment & product-based CX fixes roadmap alongside commercial teams.
  • Supports commercial teams by feeding the journey design process with relevant insights and making recommendations on products or services that will enhance CX.
  • Key performance indicators :

  • Company, Segments, Channels, Journeys NPS
  • Number of Complaints / Number of Detractors
  • Number of CX fixes
  • Core competencies, knowledge and experience :

  • Experience in marketing and / or customer facing roles having worked with different products and segments
  • Experience in the telecommunications sector is considered as a strong plus
  • Strong ability to identify and collect customer experience insights via solid understanding of customer journeys, from both a touchpoint and marketing perspective.
  • Very good partnering and influencing skills.
  • Solid Research and Analytical skills. Familiarity with data analysis tools.
  • Must have professional qualifications :

  • BSc degree, ideally in Business or other STEM studies.
  • Strong written and verbal communications skills, in both Greek and English.
  • Experience with data and process visualization tools
  • Αναφορά αυτής της εργασίας

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