Junior Customer Experience Officer

Location: Town of Belgium

Junior Customer Experience Officer page is loaded## Junior Customer Experience Officer locations:
Belgium, Brusseltime type:
Full time posted on:
Posted Todayjob requisition :
RThe team in which you will work consists of 7 people, located in various cities in Belgium and in the  Netherlands.  This team is in charge of Commercial Excellence, Customer Experience & Continuous improvement.  Regarding Customer Experience, the team is responsible for the transversal Experience throughout all  customer touchpoints of “Industrial Merchant”, be it through contacts with people in various teams  such as Customer Services, Sales, Dispatch or Maintenance engineers;

as well as contacts through  digitized touchpoints such as our e-invoice, our Customer & Partner portal and its mobile application.  Our mission is to improve customer satisfaction & customer experience of all interactions, creating  2    awareness in the company for the customer perspective, targeting & executing improvement projects  making room for more personalized and higher value added interactions leading to customer  intimacy.

The mission of the CX officer is to lead & participate in several internal & transversal projects, in the  spirit of improving the customer experience of our customers. This will be done with the following  objectives:  
● Design an internal KPI & Dashboard that will help us to measure CX from within the  organisation in order to predict NPS & Churn.  
● Follow-up on existing KPI’s and Dashboard and provide a reporting to management. In case  the KPI is not meeting the target, additional investigation & process review is expected to  come up with improvements.  
● Providing support on all projects related to survey sendings & close-the-loop during the year.  
● Participate in and lead internal & transversal projects, in order to deliver them on time/on  budget/with the expected quality & outcome  ○ Formalizes the necessary project documentation (Scope, planning, budget,...)  ○ Coordinates the work of the project team members  ○ Organizes regular project steering committees to validate Gate passages and  communicates project progress to the various stakeholders  ○ Follow–up of management of change

You will be able to learn more about Customer Experience and all aspects related to it within a company.  You will be driven by customer feedback, collaborating with multiple stakeholders in order to find ways to  improve the customer journey. You will be challenged to participate and lead projects with  multidisciplinary teams, located in different countries.
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* Education:

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* ● Business school background  Soft and Hard

Skills:

● Team Spirit  
● Autonomous  
● Entrepreneurial spirit  
● Result oriented  
● Analytical  
● Structured and organized
● Curious  
● Good communication skills  
● Strong in project management  
● Influencing skills  
● Very comfortable with data and IT systems (excel, google sheets, power

BI..)

Languages:

● English fluency is Must have  
● Additional languages are Nice to have French, Dutch
** Our Differences make our Performance
** At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

A world leader in gases, technologies and services for Industry and Health.
Through the passion and diversity of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitization, and delivers greater value to all its stakeholders.
Join us for a stimulating experience: you’ll find a world of learning and development opportunities where inventiveness is at the heart of what we do, in an open, collaborative and respectful environment.
**** Discover what your professional journey at…