Ommnichannel Customer Experience Business Partner

7 mesi fa

Milano, Italia BI Italia Spa A tempo pieno

**_THE POSITION
-**:
The Omnichannel Customer Experience Business Partner is responsible for supporting business areas in improving the Customer Experience relating to a set of customer segments, leveraging market research evidence and customer insights, with the aim of co-creating high added value solutions, in terms of content, services, campaigns and customer journeys, to improve the company's customer engagement model in accordance with the business strategy and customer needs.

**Responsibilities**:

- Contribute to the process, design and implementation of Integrated Customer Planning (ICP) on assigned TAs
- Monitor execution and ensure ICP governance
- Support in defining the Omnichannel strategy based on customer needs and digital attitude.
- Support in the design of omnichannel campaign workflows, including customer journey mapping and definition of the editorial plan
- Guarantee the best way of communicating within Omnichannel campaigns and Content Planning
- Support in gathering insights for effective monitoring of campaign process and workflow and in generating actions
- Project Management and clustering of customers into subgroups based on their needs and attitudes. Measure Customer Experience KPIs and monitor improvements over time

**Requirements**:

- At least 3 years of experience in similar position
- Master's degree preferably in engineering or equivalent STEM faculty
- CRM System knowledge
- Experience in omnichannel campaign management
- Experience in Customer Experience basic concepts & methodologies (Customer Journey, Personas, Pain points & Opportunities, Close the loop actions, etc.)
- Project management skills
- Processes analysis and optimization experience
- Change management skills
- Interpersonal skills and communication skills
- Excellent knowledge of English (writing and speaking)

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