Customer Experience expert

Mission

Within Ayvens, CX expert plays a crucial role in driving customer satisfaction and loyalty by:

Contributing deploy the CX strategy

Driving a culture of change to ensure customer experience is considered as a top priority

Defining & implementing CX quality standards

Representing the customer

Scope

The CX expert is responsible for:

Contributing to deploy the CX strategy

o Make the customer the core focus of the company

o Manage voice of the customer program

o Combine a strategic mindset with strong insight and analysis to develop and deploy the CX Roadmap

Driving a culture of change to ensure customer experience is considered as a top priority

o Contribute to design the change management program within the group with a mindset of continuous improvement

o Promote CX adoption & best practices sharing by animating a community of stakeholders / countries

o Study CX behaviors & market trends

Implementing CX quality standards

o Design & promote seamless customer journeys

o Roll out CX quality standards across the group

o Develop & maintain the best practice portofio

o Coordinate & support countries in steering CX KPIs and in implementating central initiatives

Representing the customer

o Ensure the customer voice is heard, listened to and acted upon, verbatims collected

o Step in to resolve escalated customer support requests and collaborate with other teams to ensure memorable and positive customer outcomes regardless of their issues.

o Consolidate data and insights and communicate on global action plan and recommendations.

o Ensure customer feedback is embedded in Group Decisions

o Define & maintain relevant dashboards

Autonomy and reporting

The Customer Experience expert reports to the Head of Customer Experience

Skills

Collaborative & open minded

Strong focus on delighting customers

Empathy skills with high emotional intelligence, and experience in applying those skills in a business context

Advocacy, Influence & Teaching ability

Analytical thinking & result oriented

Deep understanding of customer service, customer experience, customer success, and customer operations

Project management skills

Change management skills

Fluency in written and spoken English, other languages a plus