As a member of the Solution Team, you are the voice of the customers.You proactively increase customer satisfaction and loyalty through ensuring fluent customer interactions with bpost, in line with customer needs and managing the customer life cycle end to end.
You work closely with multiple teams, giving support in making strategic choices from a customer point of view, with the objective of realizing successful implementations by focusing on the customer's expected experience.
Tasks and responsibilities
As a Customer Experience Manager, you identify what customers expect when working with bpost, propose solutions, design an optimal customer journey, develop and market this optimized journey together with the right internal stakeholders.
Specifically, you will be responsible to:
- Gain a continuous 360° view of your customers through internal and external (market) research and ensure that insights are being translated into continuous improvement tracks.
- Create the customer experience roadmap in line with bpost strategy & customers' expectations, and drive its implementation;
- Monitor customer satisfaction & performances to formulate recommendations on the adaptation of the customer journeys', features, and processes where needed;
- Propose simplification actions related to the business processes and customer journey maps, with an innovative, data-driven and customer-centric mindset;
- Build and maintain long-term relationships with both internal and external stakeholders.
