Customer Experience Analyst
3 settimane fa
Job Description:
CUSTOMER EXPERIENCE ANALYST (CATEGORIA PROTETTA ART. 1 L. 68/99)
La risorsa sarà inserita all’interno della Direzione Marketing nel servizio di Marketing Planning & Business Intelligence.
Key Responsibilities:
- Mappare e ridisegnare l’esperienza del cliente lungo il suo Customer Journey, con l’obiettivo di ottimizzare l’ingaggio omnicanale e al tempo stesso efficientare i processi operativi abilitanti
- Sviluppare sistemi di ascolto e analisi dei feedback cliente, correlando con le performance operative al fine di individuare iniziative di trasformazione customer driven
- Gestire importanti progetti di trasformazione digitale che possano aiutare l’azienda a innovare i processi di sviluppo per il lancio di nuovi servizi o prodotti
- In collaborazione con il team di data scientist, sviluppare modelli analitici integrando segnali interni ed esterni all’azienda al fine di massimizzare l’utilizzo dei dati nel disegno dell’esperienza cliente e/o lo sviluppo di nuovi servizi
Key Requirements
- Passione e tanta ambizione di poter trasformare e impattare l’esperienza cliente;
- Esperienza in servizi di consulenza analoghi in area Customer;
- Laurea in Economia, Ingegneria o Marketing quantitativo;
- Ottima conoscenza della lingua inglese, possibilmente valorizzata da un'esperienza formativa/lavorativa all'estero
Esperienza in uno o più dei seguenti ambiti:
- Customer experience excellence;
- Digital transformation e sviluppo nuovi canali digitali di relazione (app, siti, social,etc.);
- Customer value management/Customer Data & Analytics;
- Customer Care Optimization & CRM;
- Evoluzione e digitalizzazione delle Forze Vendita e delle Reti di negozi;
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