Customer Journey Expert

il y a 21 heures

Berchem, Belgique Tennant Europe Temps plein

Are you passionate about Customer Experience and Customer Journey Improvements? You like to understand our market, bring new ideas and enjoy taking up new challenges in an international and constantly changing environment? You have a collaborative spirit and are able to propose creative solutions to problems? Then this job as a **CUSTOMER JOURNEY** **EXPERT** might be something for you

**ABOUT TENNANT**

Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you to places you never expected.

**ABOUT THE ROLE**

As Tennant looks to further expand its Customer Experience team, we are looking for a customer focused and driven Customer Journey Expert who will support the Voice of Customer Analyst.

What you’ll be doing:

- Support voice of customer feedback loop to deliver relevant insights to the rest of the organization
- Help to implement and analyze established and new metrics across the customer journey (e.g. NPS)
- Analysis of customer feedback and other sources of feedback
- reading feedback, categorizing, summarizing of main take-away and proactive recommendations for improvements
- Continuous customer journey mapping of the ‘as is’ and ‘to be’
- Gain a profound understanding of the market and our customers’ needs
- Operative actions for customer experience improvements (i.e. testing phase, etc...) to improve pain points and the introduction of moments of customer satisfaction throughout the entire customer journey

**SKILLS & EXPERIENCE**
- Bachelor degree (communication, marketing or any related field)
- Recently graduated or 1-3 years of experience
- Experience with tools for VoC research is preferred (NPS, CES, Web reputation)
- Driven and customer focused, loves to collaborate with different people
- Proactivity to propose innovative customer experience improvements
- Excellent interpersonal, communication and presentation skills
- Working independently in a fast-paced environment
- Detail-oriented and organized thinker, ability to develop structure around something new
- Makes things happen thanks to ‘can do’ attitude
- Interest is new digital tools is a nice to have
- Excellent written and verbal knowledge of English and minimum of one other European language

**OUR OFFER**

You will work in a stimulating environment where you will engage in a variety of tasks and projects. There are plenty of opportunities to further develop your talents and responsibilities.

The position is based in Antwerp but Tennant has a hybrid work environment: combination of home office and on-site. We will reward your contribution with a competitive salary, additional benefits and a flexible rewards plan.

**Job Types**: Full-time, Permanent contract

**Benefits**:

- Company computer
- Company phone
- Food allowance
- Hospitalization insurance
- Life insurance
- Mileage reimbursement
- Retirement plan
- Work from home

Schedule:

- Day shift

Supplemental Pay:

- 13th month salary
- Vacation money

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