Expert Customer Experience
Are you in search of a position that offers the unique opportunity to quickly develop your technical knowledge and interpersonal skills, while making a significant contribution to the enhancement of the organization?
Join BRD Group Societe Generale as Expert Customer Experience, part of a team with international exposure, based in Bucharest!
Your role will be:
- To contribute to the development of the Bank's strategy regarding the customer experience program and to its implementation;
- To plan and elaborate the actions for evaluating the client’s satisfaction and analyzes the client’s perception following the received feedback;
- To collaborate with various structures of the Bank to define actions in order to increase customer satisfaction and loyalty and to monitor their implementation.
- Defines, substantiates and organizes actions to evaluate customer satisfaction and monitors their development;
- Defines a system of indicators for monitoring customer satisfaction and monitors their evolution;
- Carries out complex qualitative and quantitative analyzes on customer’s perception, as a result of actions to assess their satisfaction, in order to fully understand end-to-end experiences;
- Conducts in-depth analysis of the causes, integrates information from all available sources of feedback and prepares periodic reports;
- Provides support to the responsible structures of the Bank in interpreting the results of satisfaction studies as well as in identifying the points of interaction / aspects to be improved (products / services / ways of serving customers);
- Development of customer journey for retail customers (by customer / product / service segments);
- Establishes action plans to increase the quality of customer interactions, together with the responsible structures of the Bank, based on the information collected and the analyzes performed, aiming to increase customer satisfaction and loyalty; monitors the implementation of action plans;
- Develops internal materials to help colleagues in the network / Call Center in interacting with customers, and contributes to the creation of materials for customer usage.