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Global Voice of the Customer (VoC) Program Expert

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Datum: 11-sep-2022

Plaats: WAREGEM, BE, 8790

Bedrijf: TVH Group

 

 

Global Voice of the Customer (VoC) Program Expert 

Functie inhoud

Does customer experience and service improvements drives you forward?

As a customer centric company TVH is building Customer Experience (CX) foundations by developing a Voice of the Customer (VoC) program that gives a holistic view of customer satisfaction across the journey to all relevant stakeholders within TVH.

As Program Expert your goal is to analyze, monitor and improve the different aspects of the VoC program.

Your responsibilities include :

  • Designing, planning and executing VoC research in order to capture customer feedback across all relevant TVH touch points by selecting an appropriate research methodology and managing qualitative and quantitative survey programs
  • Managing and maintaining the VoC software in close cooperation with our external vendor
  • Analyzing and interpreting the VoC data in order to uncover unmet customer needs and to understand customer behavior and attitudes
  • Implementing an end-to- end reporting structure in order to measure overall performance and inform action plans that will drive global Customer Experience strategy
  • Promoting a customer-driven mindset with focus on solving customer pain points, acting as an internal consultant in order to share customer insights with all relevant stakeholders
  • You report to the Global Customer Experience Manager

Profiel

  • Master's degree or equivalent by experience
  • Min 3 years of relevant experience within the CX domain
  • Good understanding of the concepts of VoC programs and research methodologies (quantitative, qualitative, market research,...)
  • Strong analytical and data driven mindset
  • Ability to assess priorities correctly and to structure complex problems
  • Strong communicative skills (both oral and written) and ability to adapt his/her style depending on the situation
  • Motivated by optimizing client service and satisfaction
  • Sense of initiative, ability to inspire and influence
  • Stress-resistant and solution oriented attitude

Aanbod

  • An exciting role in a fast growing international company with a people-centric company culture
  • The chance to become part of a dynamic team, where initiative and entrepreneurship are valued
  • Numerous opportunities for personal development, amongst others through guidance, access to Linkedin Learning and many training courses
  • Flexible working hours with attention to a healthy work-life balance and with the possibility to work from home
  • An attractive salary package with extralegal benefits such as company car, meal vouchers, insurances, corporate restaurant and with 20 paid holidays and 12 working time reduction days
  • Lunch breaks and sports facilities in the TVH Park (the company’s) green zone
  • Fun afterworks and other optional events (e.g. TVH Kaffee)

Meer info of vragen?

 

Neem gerust contact op via jobs@tvh.com of +32 56 43 42 84.

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Banensegment: Market Research, Social Media, Research, Marketing