Transformation Lead

Il y a 7 mois

Brussels, Belgique Mobile Vikings Temps plein

**The Role**:
As the **Transformation Lead for Customer Care**, you will take the lead in reshaping our customer service approach and model. Your primary responsibility will be to analyze the current state, envision an ideal future state, and construct a strategic roadmap to bridge the gap between the two.

You’ll be responsible for **using innovation and automation** to make our care model, processes and journeys smarter, all while maintaining the perfect balance between scalability, efficiency, and the unique viking DNA that sets us apart.

This won’t be a solo effort - you’ll have a team of a minimum of three experts working with you. Together, you will drive the implementation of impactful changes in both the short and long term, **enhancing the overall customer care experience** for both our Vikings and care agents, you will take the lead in reshaping our customer service approach and model.

**Your main responsibilities are**:

- **Strategic Vision and Roadmap**:You’ll dissect our existing customer care model, crafting a cohesive vision of a synchronized customer experience, and crafting a crystal-clear roadmap to facilitate the transition.
- **Transformation Implementation**:Guiding collaborative initiatives, you’ll rev up our customer care’s efficiency, effectiveness, and personalized touch. You’ll deftly track progress and pivot as necessary, grounded in data insights.
- **Balancing Scalability and DNA**:You’ll strike a harmonious balance between scalability and our unmistakable Viking DNA in customer interactions, optimizing efficiency while retaining that personal charm.

**You are the one**:

- Who has a bachelor or master degree or equivalent work experience for at least a few years.
- Who has a hands-on and **pragmatic way** of working
- Who shows strong **interpersonal skills**, is a strong team player and is capable of convincing others.
- Who isn’t afraid of taking decisions and chasing others.
- Who stands for **efficiency, flexibility and autonomy**.
- Who isn’t afraid of taking initiatives and thinking outside one’s role.
- Who, after reading all this, says “This is it

**In return, you get...**:

- The possibility to make a difference all while rocking an **empowering role** At Mobile Vikings, we work hard, but the right to disconnect is equally important
- The chance to work in a cool office at least **2 days a week**. Just imagine walking into a space that is thoughtfully designed with modern aesthetics and vibrant colors. Our offices are not only functional, they are an extension of our **company culture.** The best colleagues from around the world and with the most diverse interests and passions. Although we have a very divers group, our company language is English, but we also speak in puns and memes
- Let’s not forget the delicious coffee accompanied with the (more than) occasional snacks.

**Is this all you ever hoped for?**:
Then don’t waste time and apply.
- a letter of motivation.
- your CV.
- Let’s do this

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