Capital Region of Denmark
About the role
Within the Customer Experience team, you will support Voice of Customer activities and continuous improvement initiatives to enhance the customer journey.
You will analyse customer feedback and data to support action plans, and coordinate with teams and external partners. In addition, you will contribute to customer event execution, ticket management, training coordination and ad-hoc operational support for Sales and Aftersales teams.
Reporting line
You will report to the Customer Experience Manager and work closely with Customer Service, Sales, Aftersales, Network, Marketing teams and HQ stakeholders.
Main responsibilities
1. Customer satisfaction analysis and insight generation
- Analyse customer satisfaction results and track performance over time.
- Build clear dashboards and summaries by market, agent, area, customer journey stage and/or topic.
- Identify pain points, satisfaction drivers and key improvement opportunities.
2. Sharing insights and coordinating actions
- Prepare clear, structured and action-oriented presentation materials.
- Share analyses and recommendations with internal teams, agents and headquarters.
- Monitor the implementation of these actions and assess their impact over time.
3. Back-office coordination and customer experience flow
- Act as a link between the call center, customer requests, dealers and internal departments.
- Help improve information flow between the different stakeholders.
- Contribute to the implementation or improvement of processes aimed at strengthening the overall customer experience.
4. Additional operational support
- Support customer event planning and execution.
- Manage ticket distribution by assigning customer cases to the relevant departments and following up on pending cases.
- Coordinate training sessions to improve processes and operational knowledge.
- Support Sales and Aftersales teams with ad-hoc operational and administrative tasks.
Profile
Student in business school, university or equivalent, with an interest in customer experience, marketing or project management. Strong interest in data analysis, customer satisfaction and service management and comfortable working in an international environment.
Required skills
- Good MS office and reporting skills.
- Strong ability to analyse both quantitative and qualitative data.
- Excellent synthesis and structuring skills.
- Strong communicative skills, attention to detail and reliability.
- Good interpersonal skills and ability to work with a variety of stakeholders.
- Fluent English is mandatory: the working environment is English-speaking
Personal qualities
- Analytical mindset
- Rigour
- Proactivity
- Curiosity
- Attention to detail
- Team spirit
- Service minded
What you will gain
- Hands-on experience in Customer Experience and Voice of Customer in a tech company.
- Strong exposure to business, network, customer service and continuous improvement topics.
- The opportunity to develop skills in data analysis and service management
- Exposure to customer event management, operational coordination and process optimisation.
- A highly professional and international experience in a fast-growing environment.
For further information about the role, please feel free to contact our Customer Experience Manager, Sam Kavossi, via email at [email protected]