Customer Insights Lead

<p>As a <strong>Customer Insights Lead</strong> and part of our Customer Excellence Team in Viva Wallet, you will be responsible for overseeing the daily operations of team members responsible for customer journeys, insights, and surveys. You will have the opportunity to contribute to a culture of customer centricity and continuous improvement. You will have the support of a dedicated team of professionals and the opportunity to grow your skills and expertise in customer experience management. </p><p>Viva.com is a leading European cloud-based neobank, delivering the future of payments, now. With presence in 24 markets, it is the payment institution with the largest footprint in Europe. Viva.com’s mission is to change the way businesses pay and get paid, offering truly unifying, yet localized, end-to-end advanced digital payments solutions and embedded banking services tailored to their needs. An advocate for a sustainable cashless economy, the Organisation delivers digital payments services across three different time zones, in 17 languages and 9 currencies, featuring over 30 payment methods. Harnessing the power of revolutionary technologies, such as the <a href="https://www.viva.com/" rel="nofollow noreferrer noopener" target="_blank">viva.com | Terminal app</a> and <a href="https://www.vivawallet.com/ecommerce-solutions" rel="nofollow noreferrer noopener" target="_blank">Smart Checkout payment gateway</a>, Viva.com provides an omnichannel solution, that offers seamless, conversion-boosting and secure ways to process online and in-person transactions, streamlining business operations and enhancing the customer experience.</p><p><strong>What you will do:</strong></p><ul> <li>Assist Customer Excellence Manager to define and implement customer experience strategies related to customer journeys, insights, surveys and align with the company's overall goals, objectives and Voice of Customer Program </li> <li>Work closely with supervising team, set clear departmental priorities and targets to secure smooth daily operations </li> <li>Partner with cross-functional teams to ensure that customer feedback is incorporated into product development and marketing strategies </li> <li>Gather insights from different sources and identify new sources of customer data that can inform business decisions </li> <li>Incorporate Customer Excellence platforms, provide regular reports to the Customer Excellence Manager and senior management, highlighting progress against customer experience insights and journeys surveys </li> <li>Participate in the hiring and onboarding of new team members, providing guidance and support as needed </li> <li>Monitor performance KPIs, identify and eliminate barriers to ensure accuracy, productivity and quality. </li> <li>Establish and promote a culture of trust, empowerment and solution-oriented, to help the entire team maximize their efficiency &amp; productivity, leading by example </li> <li>Collaborate and align with different divisions on initiatives that affect the daily operations of the team and translate them into actions </li> </ul><p><strong>What you should have:</strong></p><ul> <li>Prior experience (3 – 5 years) in customer excellence or related field </li> <li>Ability to build and maintain relationships, both externally and internally </li> <li>Excellent English skills (both verbal and written) </li> <li>Analytical thinking with the ability to make data-driven decisions to improve performance continuously </li> <li>Experience in monitoring and interpret KPIs and translate and transform insights into actions and paint points into journeys </li> </ul><ul> <li>Adaptability and agile mindset to changing conditions, work priorities and organizational needs </li> <li>Ability to act quickly and stabilize escalated situations </li> <li>Performance-driven mindset and results-driven approach, skilled in achieving stretch goals in a highly innovative and fast-paced environment </li> <li>Advanced Microsoft Excel, PowerPoint, Power BI skills, Fygma </li> <li>A natural leadership presence, with proven experience in building an effective team, while continuing to develop, coach, inspire and motivate team members </li> </ul><p></p><p><strong>What we offer:</strong></p><p></p><ul> <li>Competitive salary package and bonus</li> <li>Career &amp; competencies' development</li> <li>Modern workspace environment</li> <li>Private medical &amp; life insurance</li> </ul><p><br/></p><p>#LI-Onsite</p>