Ce Apac Customer Experience and Business

**Job Description**:
COMPANY PROFILE:
PRIMARY FUNCTION:
The Customer Experience team is focused on fostering a Customer Centric mindset by defining and executing the Global Customer Experience strategy, identifying key CX metrics for tracking experience quality, satisfaction, and loyalty through all the different steps of the Customer Journey.

The role of the Customer Experience and Business Intelligence Specialist is to strongly support the execution of the CX program across the region, through its deployment in the markets prioritized by the regional strategy and consolidation and follow-up of the markets already rolled out.

The profile we are looking for supports the execution of the program in the region, works closely with the markets’ business leads and CX coordinators to provide insights/intelligence to action and improve customer satisfaction, benchmarks the best practices inside and outside the company, works with the internal departments to support the CX program needs. Accountable for training the regional stakeholders and providing project updates. Accountable for creation and execution of monthly regional reports and monthly qualitative & quantitative analysis.

YOUR KEY RESPONSIBILITIES:

- Support the execution of regional strategy in the markets of the region
- Follow-up and proactively support the CX program roll-out in the markets across the region according to regional plan
- Measure and Analyze CX markets’ data, reporting results, insights, and recommended actions to improve the customer experience program within the region
- Assess, document, track, and report resolution of experience gaps across touch points within the region
- Drive the Regional development of the Customer Experience KPI monitoring dashboard and report them to regional team
- Propose, implement and monitor new processes and tools to improve current customer experience program
- Translate data into clear communication of results, progress, and actions for regional management, fostering a customer-focused culture across the region

YOUR KEY COMPETENCES AND QUALIFICATIONS:
Requirements (including education, competences & years of experience):

- Preferred degree in Business, Mathematics, Economics, Engineering, Computer Science or Statistics.
- Customer oriented, proactive, flexible, with a structured and analytical mindset
- Good knowledge of English language, other languages are a plus
- Proficiency in Excel and PowerPoint tools
- Good communication, relationship management and problem-solving skills
- Ability to deal with complex and challenging situations and behaviors
- Previous experience in Change management
- Previous working experience as Project and Process Manager
- CASE Construction business experience is a plus

**Job Requirements**:
COMPANY PROFILE:
PRIMARY FUNCTION:
The Customer Experience team is focused on fostering a Customer Centric mindset by defining and executing the Global Customer Experience strategy, identifying key CX metrics for tracking experience quality, satisfaction, and loyalty through all the different steps of the Customer Journey.

The role of the Customer Experience and Business Intelligence Specialist is to strongly support the execution of the CX program across the region, through its deployment in the markets prioritized by the regional strategy and consolidation and follow-up of the markets already rolled out.

The profile we are looking for supports the execution of the program in the region, works closely with the markets’ business leads and CX coordinators to provide insights/intelligence to action and improve customer satisfaction, benchmarks the best practices inside and outside the company, works with the internal departments to support the CX program needs. Accountable for training the regional stakeholders and providing project updates. Accountable for creation and execution of monthly regional reports and monthly qualitative & quantitative analysis.

YOUR KEY RESPONSIBILITIES:

- Support the execution of regional strategy in the markets of the region
- Follow-up and proactively support the CX program roll-out in the markets across the region according to regional plan
- Measure and Analyze CX markets’ data, reporting results, insights, and recommended actions to improve the customer experience program within the region
- Assess, document, track, and report resolution of experience gaps across touch points within the region
- Drive the Regional development of the Customer Experience KPI monitoring dashboard and report them to regional team
- Propose, implement and monitor new processes and tools to improve current customer experience program
- Translate data into clear communication of results, progress, and actions for regional management, fostering a customer-focused culture across the region

YOUR KEY COMPETENCES AND QUALIFICATIONS:
Requirements (including education, competences & years of experience):

- Preferred degree in Business, Mathematics, Economics, En