Customer Experience Specialist

Purpose of the position

Hiab is looking for a Customer Experience Specialist.  The CX specialist has a pivotal role in the transformation to a preferred partner for our customers.  You will work closely with business, marketing and information management.  A customer experience specialist is responsible for keeping track of customer journeys and coordinating with all internal stakeholders such as product or development, sales, service, marketing and account and partner management, in order to keep fine-tuning the customer’s experience. 

The Customer Experience Specialist will partner with process owners, managers and relevant stakeholders to support organisational engagement with customers and clearly define the customer journey landscape.  The Customer Experience specialist will review and monitor the customer experience with the aim of enhancing Hiab’s systems and processes and continuously drive improvements to increase customer satisfaction in the major touchpoints.

Main tasks and responsibilities

• Lead globally the Customer Journey measurement process
• Create and review feedback loops in each stage of the Customer Journey to ascertain customer satisfaction and our ability to meet customer needs.
• Develop and execute annual customer and partner experience surveys on a global scale
• Support the development and implementation of surveys across multiple channels and audience segments.
• Develop and participate in the tracking of customer outcome measurements of satisfaction and performance and report on progress.
• Provide day-to-day professional advice and support to stakeholders regarding the Customer Experience.
• Engage in consultation with relevant stakeholders on issues associated with the success of customer experience projects and recommended improvements.
• Coordinate qualitative and quantitative research that measures the full Customer Experience journey.
• Report findings and recommend changes to Customer Experience.
• Provide high level analysis and reporting on Customer Experience matters and trends across the organisation. 

What you’ll need to succeed

• Demonstrated commitment to customer excellence and business improvement
• Degree qualified in Marketing, Business, Product Development, or similar.
• Minimum 3 years employment in Customer Experience related work.
• Solid customer orientation, core understanding of the customer lifecycle and customer needs, and how customer insight and customer strategy drives experience.
• Broad strategic and functional experience across customer journey mapping and profiling, CX, complex insights and analytics interpretation.
• Solid experience and understanding of Salesforce and Qualtrics CX Platform
• Outstanding interpersonal and written and verbal communication skills including demonstrated skills in consultation, facilitation, negotiation and influence, and capacity to interact at senior
• Manager level
• Empathetic change enabler who thrives on encouraging collaboration and maximising every opportunity.
• Strong analytical and research skills.
• Experience with Google Tools (Slides, Sheets etc) 

What We Offer

• Working with specialists in an international environment;
• Annual training budget and development program;
• Comfortable workplace and friendly atmosphere;
• Medicover Healthcare package;
• Multisport for you and your family;
• UNIQA Insurance for life;
• Hybrid working system;
• Co-financing parking;
• Office 5 minutes from SKM train station.

Interested to join?

If you are excited about this opportunity, please submit your application.