Cx Data Analyst

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique Sodexo - Benefits and Rewards Services Temps plein

Société:


Since its creation more than 50 years ago, the Sodexo group has been the world leader in quality of life services.


At Sodexo Benefits and Rewards Services, we've made our mark on the world by helping clients give their employees personalized experiences, every day.

Our benefit platforms and payment solutions are already used by 440,000 clients and 36 million of their employees in 32 countries.


At Sodexo Benefits & Rewards Services, we are proud of our commitments to environmental sustainability, our focus on employment equity and diversity, our new ways of working independently and flexibility for the well-being of our talents.

Joining us means evolving in a collaborative, innovative environment, in which each employee is recognized and receives the support they need for their development.

We firmly believe that the quality of life of our clients and service consumers begins with our own people. Consequently, your wellbeing at work is one of our priorities.

Working with us is an opportunity to impact the future of employee experience and, ultimately, the world around us.

But it's also your chance to make an impact every day, putting a part of yourself into exciting digital products and touching the lives of millions of consumers.


We're a global, multicultural business where every contribution counts and every day is a chance to inspire others and take inspiration from your colleagues.


We're accelerating our growth on a global scale, combining the reach and stability of Sodexo with our unique position as an incubator of innovation.

As part of the team, you'll help us continue that growth and our landmark digital transformation.

Now, we're inventing entirely new ways to influence and enrich the lives of employees worldwide.

Fonction:


As CX data analyst, you will turn clients' feedbacks into clear and accurate data that will enable to measure customer experience indicators (mainly CSAT, NPS, CES) and understand their evolution.


This way, you will support the "Customer Centric" way of working and help the company take decisions and actions that will improve customer experience.

Concretely, your mission is to report and provide an in-depth analysing of results coming from several surveys.

Thanks to your analytical mind, you will go beyond the data, cross information and use statistics to bring the most out of it.


Besides, you will be the "data specialist" of the CX team, able to recommend and play with different types of KPIs that will help measure the impact of our initiatives and actions.


You will work closely with the CX Insight Manager and the CX Champion in order to feed the whole company with actionable insights and create an extraordinary customer experience.

***
Your main responsibilities:
Analyse survey results

  • You gather survey results and process them to make them understandable for your internal stakeholders
  • You deep dive into the data and use different sources of information and other existing data to find explanations, to make insights emerge from them
  • You suggest conclusions and recommendations
  • You are a creative force when it comes to advanced/statistical analysis
  • You collaborate with the CX Champion to complete your analysis with a qualitative point of view

Report survey results

  • You develop data dashboards and make sure they are accurate and uptodate you make regular data checks and report errors/issues to IT/Data points of contact
  • You share your analyses with your internal stakeholders on a regular basis
  • You also create adhoc reports, for specific questions or for oneshot surveys
  • You are the point of reference for providing the latest survey data
  • You are a creative force when it comes to data visualization
  • You help the CX Insight Manager define objectives based on the CX KPIs, combine insights from different surveys and spread insights within the company

Manage surveys

  • You use our survey management tool to update/modify survey parameters, questions, automated dashboards, etc.
  • From time to time, you are able to create surveys from scratch
  • You regularly check running surveys, making sure they are active, working properly, with a correct response rate, etc. and take action if needed
  • You keep a good track on all surveys, having a good knowledge of what insights are available (being from past, running or planned surveys)
  • You are a creative force when it comes to suggest information that could be worth gathering to complement and precise your analyses

Manage different kind of KPI's

  • You know about key data KPIs available in the company (examples linked to customer care : number interactions, contact reasons, processing time, etc.)
  • You recommend the most suitable KPIs to be setup and/or tracked in order to follow the implementation of initiatives (ex : new process) and measure their effectiveness
  • You consolidate those KPIs to provide a global analysis easy to read and understand
**

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