Ihre Aufgaben
- Contribute to developing a customer-centric organization.
- Continuously provide methodological support, analyze customer feedback, derive insights and create reports, perform deep dive analyses and offer survey presentations to stakeholders.
- Support stakeholders to derive actions based on customer feedback to solve existing issues for the customers and create impact.
- Facilitate the ongoing enhancements of the future in-house based customer satisfaction measurement approach by driving the necessary pilots.
- Bring best practices to the organization to build the new customer satisfaction approach at a measurably efficient and to the greatest possible extent standardized global level across the regions.
- Continuously engage with relevant stakeholders from business, functions, and regions to develop a harmonized approach across the organization.
- Strengthen the Voice of Employee approach to gather internal knowledge and experience from customer facing teams across regions and business areas.
- Support regions, business, and functions with mapping customer journeys and evaluating as-is as well as to-be processes from customer perspective.
- Create awareness on customer centricity across the organization through dedicated internal communication channels.
Ihre Qualifikationen
- Academic degree in business administration, economics, consumer psychology or equivalent.
- Experienced (5+ years) in quantitative and qualitative market research and / or customer insights management, preferably in healthcare industry and/or market research agency.
- Understanding of customer experience and customer centricity methodologies and high customer orientation.
- Motivation to drive the CX transformation across the organization to consistently achieve results, even under ambiguity.
- Deep knowledge of working with survey tools, managing survey processes & performing statistical analysis.
- Experience (5+years) in working in international business environments and intercultural sensibility.
- Analytical and strategic acumen with the ability to derive action related recommendations based on data analysis.
- Advanced MS Office skills and willingness to learn new tools and applications.
- Fluent business English (oral and written).
- Excellent verbal, written and presentation skills.
- Passionate team player, hands on mentality.
Ihre Vorteile
-Flexible working hours, remote work possible (up to 60%)
-30 days of holidays per year
-Modern office and an inspiring working environment
-Employee restaurant with live cooking and healthy food (subsidized)
-Public transport ticket (100 % subsidized) or free parking space
-Company sport groups and an inhouse company gym
-Employee Assistance Program to support your health, mental and emotional well-being
-A comprehensive company pension scheme
-Company medical officer and vaccination offers
-Childcare through our ‘Buttje&Deern’ partner
-Bike leasing