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Customer Experience Specialist (f / m / d)
DennemeyerLuxemburgIl y a 8 jours
Description de posteBachelor's or Master's degree and at least 2 years of experience in a similar position Proven project management experience leading enterprise technology rollouts in global organizations, with the ability to manage multiple stakeholders and competing priorities - balancing attention to detail with a clear focus on strategic goals Deep understanding of contact center technologies, CRM systems, and VoC tools, including their interdependencies and impact on customer experience. Experience of Talkdesk would be considered an asset Hands-on and analytical, experienced in tool configuration, testing, and using multiple data sources to analyze customer behavior and feedback data Expert in VoC program design and execution, especially in B2B contexts, with skills in both quantitative and qualitative research methods Excellent communicator and storyteller, able to translate business needs into technical specifications and data into narratives that drive stakeholder alignment and action Develop and customize your long-time career within a fast growing multinational company Enjoy working in multicultural teams and contribute to a diverse and international working environment Organize your lifestyle with flexible working hours Take the opportunity to act independently and entrepreneurial in your area of responsibility and profit from flat hierarchies and short decision-making processes Celebrate success together as one team at our various corporate events Attend a tailor-made onboarding program as well as individual training & development opportunities Contribute through your personality and your daily work to make an impact on our business, corporate culture, society and environment
Team spirit and initiative are your most prominent strengths, and you are motivated to develop a long-term career in Intellectual Property, in a multicultural work environment? Apply now!
Your Responsibilities
- Implementation of the Omnichannel contact center solution across multiple Business Units and regions, ensuring alignment with business needs and delivering a high-quality user experience
- Lead and manage the global Voice of the Customer (VoC) program, deploying consistent feedback mechanisms across all business lines and regions to gain data-backed insights into customer needs and satisfaction by service and product
- Translate business needs into technical specifications while maintaining a global view, coordinating with external vendors and internal stakeholders to ensure successful delivery
- Drive closed-loop feedback processes, ensuring coordinated follow-up actions across teams and regions to improve satisfaction and loyalty, while connecting insights to tangible outcomes
- Perform contact center system configurations and testing, validating that the tool functions as intended and aligns with customer experience and operational needs
- Train and support teams across the organization, including post-launch support and enhancement collection throughout the company
- Translate customer feedback and behavioral data into actionable insights, helping internal teams understand the story behind the numbers and prioritize customer-centric improvements
Your Profile
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Customer Specialist • Luxemburg