Junior Customer Experience Officer

Customer Experience Officer

The team in which you will work consists of seven people, located in various cities in Belgium and 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 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.

How will you contribute and grow?

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 organization 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

Why join us? 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.

Are you a match?

Education: 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, powerBI..)

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.