Customer Experience and NPS Performance Analyst (m/f)

11 Aug 2016
02 Mar 2017
Contract Type
Full Time
  • Develop and support implementation of group-wide customer experience management performance standards, tools, models, and methodologies (e.g. customer centric dashboards)
  • Support Regional Units in developing customer experience management performance capabilities and capacities
  • Steer the process of regularly reviewing methods and models: Regularly review and update standards, tools, and methodologies; bring in state of the art tools and steer implementation in all regions
  • Steer the process of data gathering and evaluate performance versus agreed targets: Monitor and understand the customer experience performance for different products, services, (new) customer solutions, touchpoints, and journeys across different channels
  • Monitor performance across the group and produce regular reports for sales, distribution, and solution management on customer experience performance vs. company objectives
  • Gather regional insights and highlight existing similarities between regions/ new customer solutions and propose actionable improvements
  • Develop value cases for cross-regional customer experience projects and forecast impact of customer experience on the business¬†
  • Act as a customer experience ambassador and represent the voice of the customer

  • Relevant university degree or equivalent
  • Proven experience of translating customer experience requirements into technical specifications
  • Familiar with communicating to large matrix organizations and working with analytics and customer experience teams cross functionally and internationally
  • Previous experience in project management and using databases
  • Ability to establish and articulate customer experience measurement needs and to communicate analysis results in a simple and succinct way
  • Positive attitude towards change with the ability to adapt, enthusiasm and determination
  • Strong team player being able to build and maintain very good work relationships
  • Excellent English language skills, any further language is an advantage