CX Senior Expert Group - Remote

Overview

You will be responsible for leading and optimizing the end-to-end customer journey and overall experience for our clients. You will play a critical role in ensuring exceptional service delivery, driving customer satisfaction, and loyalty. You will partner with customer experience professionals and relevant stakeholders across the globe to support the implementation of customer experience strategies. Your expertise in customer experience management will contribute to the success of our business objectives and the retention of valuable clients.

In Short

• Develop and implement a customer experience strategy that aligns with company goals.
• Analyze client experiences across all touchpoints and identify pain points.
• Collaborate with sales, underwriting, claims, and account management teams.
• Collect and analyze feedback to turn insights into actionable improvements.
• Establish high standards for customer service delivery.
• Identify opportunities for efficiency in customer-facing processes.
• Extract insights from customer data to inform strategic decisions.
• Build relationships with internal teams and external partners.

Requirements

• 7+ years of experience in customer experience management.
• Understanding of trade credit insurance products and industry best practices.
• Exceptional communication skills in French and English.
• Proficiency in data analysis and CRM tools.
• Strong problem-solving abilities and decision-making skills.
• Excellent organizational and project management skills.
• Analytical mindset to transform data into actionable insights.

Benefits

• Regular remote work possible.
• Remote work allowance.
• 50% reimbursement of transportation costs.
• Meal vouchers.