Customer Experience Specialist MKB

Customer Experience Specialist MKB

Vattenfall is one of the largest energy companies in Europe. We make electricity and heat and deliver energy to millions of customers. We do this in Sweden, Germany, the United Kingdom, France, Denmark, Finland and the Netherlands.

With around 21,000 employees, we make a future possible in which we are less dependent on the use of fossil fuels. We are leading the way in the transition to a sustainable energy system. To achieve this ambitious goal, we are looking for talented people who have a passion for their own role and also have a strong team spirit and want to contribute to supporting a meaningful company mission.

Do you want to contribute to 2 million loyal customers and build the most customer-oriented sales organization in the Netherlands? At Vattenfall, as a Customer Experience Specialist MKB, you will have the opportunity to really make our service provision more beautiful and easier!

We really listen to our customers. This sounds very nice, but it is also challenging. Customer expectations are very different, depending on the industry in which our customer is located. Can you deal with many different expectations and find the right middle ground there? Do you dare to let go of your own preferences and together with customers and colleagues optimize customer journeys and develop new services and services?

Tasks and responsibilities

• Improve customer experience with KPIs such as NPS, CES, Base and Churn;
• Together with CX Specialists and content specialists, you create the most beautiful customer experiences for our customers;
• Optimize the customer journey based on customer research;
• Give workshops and lead optimization projects;
• Analyze customer data and ensure successful implementation of improvements;
• Develop and integrate new service proposals into existing journeys;
• Improve the customer experience from the CX Framework, where you apply the pillars: CX Strategy, Culture, Metrics, Design, Customer Understanding, Governance

Location: Amsterdam

Who are you? We are looking for a customer-driven, enterprising, convincing, communicative and hands-on CX Specialist. In this role you play a crucial role in optimizing customer journeys, implementing customer experience thinking and bringing colleagues into the customer experience mindset. You are analytical, creative and independent enough to independently lead improvement trajectories. You bring colleagues together and get them excited about your ideas on how to create loyal customers. In addition, you have:

• Higher professional or university education;
• Minimum 3 years of experience in customer experience and customer journey mapping and optimization;
• A completed training / course in Customer Experience and/or Customer Journey mapping is a plus;
• Experience in the energy sector is a plus;
• Knowledge of the SME market is a plus;
• Excellent in the Dutch language both spoken and written.

We offer

The level of your salary will be based on your education and relevant work experience. The salary for this position is €4500 to €5600 gross per month, excluding holiday pay, based on a 38-hour workweek. In addition to your salary, we offer a good secondary employment benefits package, the most important parts of which are:

• Based on your annual salary, you receive 8% holiday pay, a year-end allowance of 4.5% and a profit sharing of up to 3.5% of your annual salary based on the results of Vattenfall Netherlands (RDR)
• NS Business card for commuting or travel expense reimbursement of €0.23 per km (max. 50 km one way) and a home office allowance of €3.05
• 20 vacation days, 5 above-legal vacation days (part of My Choice My Budget)
• 2 above-legal days to compensate for overtime, from scale 9 (part of My Choice My Budget)
• 3.5 vitality days and 13 ADV days (with 38-hour contract with 40-hour workweek)
• My Budget My Choice: extra vacation days to buy and sell, buy a bicycle or you can have your budget (monthly) paid out
• Pension with ABP: Vattenfall contributes 70% and you 30%.
• Health insurance Collective Discount with Zilveren Kruis Achmea
• 4 leave days to do voluntary work through Vattenfall Foundation
• Training budget for personal development

At Vattenfall, there is a close team culture where there is plenty of room for initiative at the same time. Hybrid working is the norm for us, which means that you at least work 50% in the office. Most of your colleagues like to work the other 50% of their time at home, but we leave that completely up to you. We value a good work-life balance at Vattenfall and we continue to look at how we can contribute as an employer. More information? Does this sound interesting? We would like to see your application by September 1st. For questions about the process, you can contact Alisa Roo, Corporate Recruiter, alisa.roo@vattenfall.com. At Vattenfall, we are convinced that diversity makes a big contribution to our organization. That is why we constantly strive for a harmonious balance between our employees in the areas of age, sexual orientation, belief, gender identity, (work) disability and cultural or ethnic background.

The safety of Vattenfall and its employees is essential. Therefore, a pre-employment screening is part of the selection process. The screening is based on the role you will fulfill within Vattenfall. The screening is carried out by a third party, DISA Global Solutions AB. We look forward to your application!