About the role
<p></p><ul><li>Our client is a <strong>leading European consumer services</strong> <strong>organization</strong> operating across multiple international markets.</li><li>Recognized for its customer-centric approach, the company continuously invests in service excellence, operational efficiency and process improvement.</li></ul><p></p><br>Jobomschrijving<br><p></p><ul><li><strong>Monitor</strong> and <strong>assess</strong> <strong>customer</strong> <strong>interactions</strong> and <strong>service</strong> <strong>quality</strong> <strong>performance</strong> to identify <strong>trends</strong>, <strong>gaps</strong> and <strong>opportunities</strong> for <strong>improvement</strong>.</li><li><strong>Design, coordinate and manage customer experience assessment programs</strong>, including quality audits and mystery shopping initiatives across multiple countries.</li><li><strong>Analyze customer feedback</strong>, <strong>operational performance metrics</strong> and <strong>quality data to support informed decision-making. </strong></li><li><strong>Map</strong> and <strong>evaluate</strong> <strong>customer journeys</strong> across channels, identifying friction points and recommending practical improvement actions.</li><li><strong>Collaborate</strong> with <strong>operational</strong> and <strong>regional</strong> <strong>stakeholders</strong> to <strong>support the implementation of service quality </strong>and <strong>customer experience initiatives</strong>.</li><li><strong>Prepare</strong> <strong>insightful</strong> <strong>reports</strong>, <strong>dashboards</strong> and <strong>presentations for leadership teams</strong>, translating data into clear business recommendations.</li></ul><p></p>
<ul><li>Bachelor's or master's degree, or equivalent professional experience.</li><li><strong>3-5 years of experience in Customer Experience</strong>, <strong>Service Quality</strong>, <strong>Operational Excellence</strong>, <strong>Business Analysis or a related field</strong>.</li><li>Strong <strong>analytical</strong> <strong>mindset</strong> with the ability to <strong>interpret</strong> <strong>complex</strong> <strong>data</strong>, identify trends and transform insights into actionable recommendations.</li><li>Advanced <strong>proficiency</strong> in <strong>Excel</strong>, <strong>Power BI </strong>and <strong>reporting tools.</strong></li><li><strong>Excellent communication</strong> and <strong>stakeholder management skills</strong>, with the ability to work effectively in a multicultural environment.</li><li><strong>Able to work autonomously in a cross-functional environment.</strong></li><li><strong>Fluent in English</strong> and French or Dutch; additional European languages are considered an asset.</li><li><strong>Flexible</strong> to <strong>travel</strong> <strong>across Europe</strong> (approximately 20%).</li></ul>