CUSTOMER EXPERIENCE & QUALITY LEAD
Michael Page • Bruxelles, BE
30+ dagen geleden
Functieomschrijving
- Monitor and assess customer interactions and service quality performance to identify trends, gaps and opportunities for improvement.
- Design, coordinate and manage customer experience assessment programs, including quality audits and mystery shopping initiatives across multiple countries.
- Analyze customer feedback, operational performance metrics and quality data to support informed decision-making.
- Map and evaluate customer journeys across channels, identifying friction points and recommending practical improvement actions.
- Collaborate with operational and regional stakeholders to support the implementation of service quality and customer experience initiatives.
- Prepare insightful reports, dashboards and presentations for leadership teams, translating data into clear business recommendations.
- Bachelor's or master's degree, or equivalent professional experience.
- 3-5 years of experience in Customer Experience, Service Quality, Operational Excellence, Business Analysis or a related field.
- Strong analytical mindset with the ability to interpret complex data, identify trends and transform insights into actionable recommendations.
- Advanced proficiency in Excel, Power BI and reporting tools.
- Excellent communication and stakeholder management skills, with the ability to work effectively in a multicultural environment.
- Able to work autonomously in a cross-functional environment.
- Fluent in English and French or Dutch; additional European languages are considered an asset.
- Flexible to travel across Europe (approximately 20%).
- Permanent contract.
- A highly autonomous and project-driven role with exposure to multiple European markets.
- The opportunity to contribute directly to customer experience excellence and continuous improvement initiatives across a European organization.
- Attractive compensation package with comprehensive benefits (company car, insurance etc.).
- Long-term development opportunities.