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 
