CUSTOMER EXPERIENCE EXPERT HF

Job description

Enterprise:
Orange Romania / Business Performance & Quality / Customer Experience Team
- Business Performance and Quality main mission is to provide to Orange Romania a consistent, end-to-end and focused business performance & quality for major new business initiatives, aligned with company
strategy and available resources
- Business Performance & Quality team has 20 employees, split as follows: 5 employees in Audit team, 8 employees in Customer Experience team, 4 Business Analyst, 3 employees in Quality team
- Customer Experience team main mission is
- to develop and promote customer centric-thinking and behavior in Orange Romania
- to define Customer Experience main development directions based on customer and user journeys
- to lead actions plan implementation for providing best B2B and B2C clients experience with Orange products and services on Romanian market key figures
Job and missions: Customer Experience Expert
Your role will consist to
- envision and shaping a better customer experience across all customer touch
points and channels through customer journeys
- liaise with resources to drive the development and delivery of necessary content and functionality to increase customer satisfaction levels.
- develop deep customer insights using available data to support recommended improvements and represent the customer Voice and interest inside the company
- develop new approaches to complex design problems and convey these designs in the form of
presentations, prototypes, and design specifications ( CJ mapping, Design Thinking…)
- lead cross-functional team efforts to identify, design, and deliver improvements at different customer touch points, either for new or existing products, offers and customer journey
- develop guidelines to establish and maintain a positive and consistent customer experience
- develop and disseminate understanding of our performance and the one from our competitors: strengths, weaknesses, opportunities, threats, and differences
- act as customer experience expert in transversal projects/program at local or group level
- define and implement Customer Experience specific reports needed in both Business As Usual and Project mode, with relevant and defined indicators
- participate to the cultural change toward customer centric thinking and behavior in Orange. Propose
communication and engagement plan around customer-centric behavior
Profile :
- analytical skills
- transversal working and project management
- customer focus
- result oriented
- influence and persuasion
- initiative and proactivity
- autonomy and Resilience
- very good communication skill oral and writing
- English mandatory. Romanian as a plus, French
Nice to have :
- Data mining and statistician knowledge
- Ergonomic or Design knowledge of interaction design processes and methodology (UX, UI)
The Clients area aims to develop revenue by meeting the different expectations of customers (individuals and large companies). It is notably through a simplification of the customer relationship and the offer of services offered on the market that the conquest and the loyalty of the customers are in progress.
The Customer Services businesses ensure a relationship with the Group's customers: requests for information on a product or service, sales and after-sales are their daily routine.