Senior Specialist, Customer Insights

<p><br/> Senior Specialist, Customer Insights</p> <p>At SES we are passionate about customer experience, focused on customer success and we know that demonstrating that we are really serious about this enables a key differentiator. For customers and anyone doing business with us. Our dedicated Customer Experience team ensures customer centricity is and remains manifested in our business culture and DNA. Sitting within the SES commercial organization, the CX team’s mission is to foster customer loyalty and collaborate with all the functions in SES to make doing business with SES feel unique. The CX team listens to our customers, gives them an aggregated voice inside SES and derive actionable recommendations that ensure customer experience is the driving force behind our roadmap, engagement model and new services we deliver. The CX team correlates customer feedback to tangible business outcomes and use it to help leverage opportunities / mitigate risk, and they enable customer centric change by supporting internal teams apply CX techniques and help design the ideal experience.</p> <p> </p> <p>As Senior Specialist, Customer Insights you’ll be part of a global customer experience team providing a quantitative and qualitative approach to continuously improving the experiences that customers have with SES, and ultimately increasing satisfaction, loyalty, retention, and share of wallet. To leave your imprint we don’t just need you to be a knowledgeable professional but also strongly rely on your interpersonal skills as well as your cultural sensitivity and integrity, as they are key to this role and your success in the organisation. With this said we like you to take responsibility over all customer experience programs that enable active listening to our customers throughout all the stages of their journey with us. This includes managing (elements of) the customer experience toolset (Advisory Board, Perception Study, Survey program and a customer intelligence center); analyzing and contrasting customer insights against business strategies and help teams close the gaps/pursue the opportunities; cultivate a customer first culture that promotes the reputation of exceptional customer centricity that results in revenue growth, increased retention and renewal rates and an enhanced employee experience. It also includes building and maintaining a strong alliance with key stakeholders in Marketing (Brand) and People and Culture (Employee Engagement and Recruitment) to ensure the brand experience, employee experience and customer experience (strategies) are always aligned.</p> <p> </p> <p>In a disruptive environment, we are looking for:</p> <ul> <li>An enthusiastic leader who knows how to interpret customer feedback, translate it to actionable outcomes and inspire customer centric change on all levels.</li> <li>Someone who is a very good listener and a strong communicator.</li> <li>We need you to be your authentic self especially if this means you are driven by quality, your desire to get things done and demonstrate your passion for people with empathy.</li> <li>We also need you to be diplomatic and possess intrinsic motivation because you will also have to delicately balance delivering sometimes challenging feedback to the working teams in a way that is empathic yet actionable, non-political and useful to the organization.</li> <li>A true team player who knows how to build trust and how to operate on both tactical and operational level</li> </ul> <p> </p> <p>YOUR PROFILE:</p> <p> </p> <p><u>Must Have</u></p> <ul> <li>Strategic way of thinking and be a consistent executor with a proven track record of assessing, and enabling business performance improvements using customer insights</li> <li>Relevant Bachelor / Masters degree</li> <li>Customer Experience Certification – or demonstrable work experience</li> <li>Knowledge of strategy, operational and financial planning</li> <li>Ability to translate complex challenges into pragmatic solutions</li> <li>Relationship building – ability to liaise and influence across all levels and facilitate efforts to improve the customer experience</li> <li>Excellent interpersonal management, listening, presentation and communication skills </li> <li>Fluent in English</li> <li>Proven experience working in a high-tech, international environment</li> </ul> <p> </p> <p> </p> <p><u>Nice to Have</u></p> <ul> <li>Knowledge of change management</li> <li>Practical problem resolution, judgement and decision-making skills</li> <li>Additional languages are advantageous </li> </ul> div.content { background: #FFFFFF; } div.joqReqDescription { background: #FFF repeat-y!important; font-family:Arial, Helvetica, sans-serif!important; text-align:left; color:#000; width:700px!important; margin:0 auto!important; position:relative; -webkit-column-count: 1; /* Chrome, Safari, Opera */ -moz-column-count: 1; /* Firefox */ column-count: 1; padding-top:0px; padding-left: inherit; padding-bottom:50px;