Full-Time CX Senior Expert Group

Company DescriptionYou will lead and optimize the end-to-end customer journey and overall experience for our clients. Ensuring exceptional service delivery, driving customer satisfaction and loyalty. Partner with customer experience professionals and relevant stakeholders across the globe to support the implementation of customer experience strategies. Your expertise in customer experience management will contribute to the success of our business objectives and the retention of valuable clients.

Job Description

1. Creating a Winning Strategy: Develop and implement a customer experience strategy aligned with company goals. Leverage metrics and customer-centric KPIs to measure engagement, satisfaction and loyalty.
2. Mapping the Customer Journey: Analyze client experiences across all touchpoints (onboarding, claims handling, renewals). Identify and address pain points, ensuring a seamless and memorable journey.
3. Building Relationships: Work closely with sales, underwriting, claims, and account management teams for personalized and consistent interactions throughout the customer lifecycle.
4. Amplifying the Voice of the Customer: Collect and analyze feedback from surveys, interviews and other channels. Turn insights into actionable improvements for processes, products and services.
5. Delivering Service Excellence: Establish high standards for customer service delivery. Design training programs and service guidelines that create a lasting positive impact at every touchpoint.
6. Streamlining Processes: Identify opportunities for efficiency and effectiveness in customer-facing processes. Collaborate across departments to implement improvements with technology and automation.
7. Analyzing and Reporting Data: Extract meaningful insights from customer data to inform strategic decisions. Present findings to senior management, highlighting trends and opportunities for improvement.
8. Engaging Stakeholders: Build strong relationships with internal teams and external partners (brokers, clients, industry professionals) to align strategies and elevate the customer experience.

Qualifications

• 7+ years proven experience in customer experience management, ideally in the B2B trade credit insurance industry.
• Deep understanding of trade credit insurance products and industry best practices (preferred).
• Exceptional communication skills in French and English, both written and oral (other languages are a plus).
• Proficiency in data analysis, CRM tools, and relevant software applications.
• Strong problem-solving and decision-making skills in dynamic situations.
• Excellent organizational and project management skills with the ability to juggle multiple priorities effectively.
• Analytical mindset to transform data into actionable insights.

Additional Information

• Regular remote work possible
• Remote work allowance
• 50% reimbursement of transport titles
• Restaurant vouchers

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