STAGE - Customer Experience Analysis
1 mese fa
Lo stage prevede le seguenti principali attività:
- Monitorare l'andamento dell'NPS sia a livello relazionale che transazionale (dopo specifici momenti d'interazione fra Sky e il cliente - es. post chiamata al call center);
- Supporto redazione e flusso questionari;
- Leggere e categorizzare la VoC (Voice of the Customer): tutti i commenti aperti (verbatim) che i clienti lasciano nei confronti di Sky con l'obiettivo di identificare i fenomeni principali che guidano la soddisfazione dei clienti;
- Utilizzare strumenti di text-mining per individuare trend rilevanti della VoC;
- Supporto nella creazione di report ad hoc su NPS;
- Supporto nella redazione di presentazioni per il top management.
Requisiti Richiesti:
- Laurea in Economia, Marketing, Statistica o Matematica;
- Ottima conoscenza del pacchetto Office (in particolare Excel e Powerpoint);
- Ottima conoscenza di tool di data visualization (in particolare Tableau)
- Ottima conoscenza della lingua inglese;
- Ottima conoscenza di Sky;
- Attenzione ai dettagli e senso di iniziativa.
DURATA: 6 MESI
LAVORO:IBRIDO
SEDE:MILANO
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