Customer Experience Specialist
[online recruitment]
[online recruitment]
Location: woj.
łódzkie
Reference number: VR-59940
Project Description:
Customer Experience is responsible for determining the level of satisfaction of the Products and Services used by the businesses and sets out to improve that experience. Customer Experience is the liaison between the businesses and the teams to remediate or solve end user technology issues. Proactive review of new and changed technology implementations is conducted with an eye to reduce customer impact. Customer communication is sent with clear and simple instructions in order to provide awareness and action as needed. Technology education is provided for known knowledge deficits.
This role is responsible to lead some or all of the following Customer Experience deliverables:
- Customer Experience Insights
- Customer Journey Tracking and Reporting
- User Communications, Marketing, and Customer Surveys
- IT Express Centre Improvements
- End User Training - Best Practices & Tips
Responsibilities
- Developing and maintaining a 'trusted partner' status with the appropriate Stakeholders.
- Balancing the drivers from Stakeholders, peer-competitors, market trends, vendor road-maps and Engineering to ensure a consistent, logical and business-focused Product strategy.
- Managing local pressures to deviate from globally agreed strategies, policies, procedures and technologies.
- Delivering results by leveraging resources that may not be under the direct control of the jobholder.
- Overcoming aversion to change in the organization and business practices.
Skills
- Commercial mind set, preferably with external industry experience in a customer-facing role.
- Excellent communication, presentation and negotiation skills, to drive desired results.
- Ability to quickly build and maintain relationships with key Stakeholders and instil confidence at the most senior levels.
- Sound understanding of all product areas, with ability to convey complex technical concepts to Stakeholder in business terms.
- Sound judgment to identify and resolve problems to the benefit of the organization.
- Ability to motivate and lead people, employing appropriate management styles.
- Excellent customer service.
- Proven ability to prioritize competing demands.
- Excellent written & verbal communication and presentation skills in English.
- intermediate level of Microsoft Office (including Word and PowerPoint) - Poppulo & Photoshop would be an advantage.
- Self-motivated with a genuine passion for communications & marketing;
- The ability to work well under pressure and deliver to tight deadlines.
- 5-8 years of experience in a related role.
- Experience in researching, planning, delivering internal user-facing communication projects
Our offer
Career and Professional Development
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices
Career and Professional Development
- International projects for clients all over the world
- Competitive salary
- Individual development plan
- Managerial Targeted Training programs
- BRIDGE Mentoring Program
- Luxoft Training Center
- Language Classes
- Self-learning online library
- Global Relocation Program
- Internal Mobility (a chance to gain experience in varied projects and technologies)
- Professional communities for knowledge-sharing (Agile, Tech, Business)
Well-being
- Group Life Insurance
- Travel Insurance
- Private Healthcare (dental care, unlimited consultations of specialist physicians)
- Medical costs reimbursement for employees
- Benefit Program (Cafeteria and Multisport Card)
Work-Life Balance
- LuxGood Program (a wide range of health and well-being initiatives)
- After-hours groups (sport, trips, board games, cultural activities)
- Company and Team events
- BeLux - discount offers program (banking, car leasing, other)
- Convenient locations in modern offices
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