Customer obsession lead
il y a 1 semaine
Monizze is a leading provider of electronic meal vouchers, eco-vouchers, gift cards, sport & culture vouchers and innovative platforms for smart rewards. Our mission is to deliver excellent services that redefine customer experience. As part of this commitment, we are excited to introduce a Customer Obsession Transformation lead role — a unique opportunity to transform and future-proof our processes, ensuring seamless support, while putting our customers at the center of our reflexions.
In this role, you will serve as a critical liaison between our Operations team and technical teams, playing a pivotal part in driving process excellence, innovation, automation and robotisation while preserving the personal touch that defines Monizze.
Your advantages firstYour purchasing power is optimized - the moto is true for clients & employees.
- 30 days off per year: 20 legal holidays + 6 ADV/RTT + 4 Monidayzz
- A mobility budget
- Work from abroad up to 4 weeks a year (after 6 months @ Monizze)
- Belgian roots, mindset & attitude: a cool and informal atmosphere - one of the best things since waffles
- Disrupting and innovative: we digitalized the market and keep pushing innovation in every aspect
- Your growth is our growth: unlimited learning opportunities (languages, personal growth, hard skills,...)
- Your health and your family's health is covered by our hospitalization insurance
- Internal mobility is regularly an option for anyone looking to evolve or change jobs or departments
- Homeworking opportunities and overall flexibility
- A yearly trip with all your colleagues to celebrate our achievements
We do much more for our employees, but we needed space to describe the job We'd love to tell you about it though, so ask us
What we are looking for :Analyze and innovate: Map and assess current Customer Journey business processes, identifying pain points, gaps, and opportunities. Propose both incremental and transformative improvements based on data-driven insights, industry best practices, and stakeholder feedback.
Strategize and execute: Build and maintain a comprehensive Customer Journey roadmap to prioritize and plan changes and improvements. Ensure alignment with Monizze's broader strategic goals and IT ecosystem as well as evolving market needs.
Collaborate across teams: Partner with the lead Product Owner, Operational Excellence Officer, and technical teams to ensure smooth implementation of operational system upgrades and innovations.
Lead a team: of 2 people as operational excellence officers, you will drive impact together with your colleagues.
Make data actionable: Shape and format Customer data to uncover meaningful business insights, drive decision-making, and enhance operational performance.
Stay ahead of the curve: Monitor market trends, emerging tools, and industry shifts to inspire and integrate cutting-edge solutions into our operational processes.
Optimize technology: Evaluate and recommend "make-or-buy" solutions for IT upgrades, balancing cost, functionality, and long-term scalability.
We're searching for a strategic thinker and hands-on executor who can bring structure and creativity to the table. Here's what will set you up for success:
- Proven expertise: Significant experience in a Business Analyst role, Operational transformation role, ... in a fast-paced, customer-centric environment (preferably in tech-driven or SaaS industries).
- Analytical acumen: Strong problem-solving skills with the ability to break down complex challenges into actionable steps.
- Obsessed with CX: A customer-first mindset with a passion for enhancing every touchpoint in the customer journey.
- Impactful communicator: Ability to convey complex ideas clearly and collaborate effectively across cross-functional teams.
- Technologically curious: A natural curiosity for technology and innovation, with the ability to navigate and recommend tech-driven solutions.
- Language proficiency: Excellent command of English combined with mastery of French and/or Dutch.
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