Description
Europ Assistance (EA) is a €2 bn international assistance group, with 33 subsidiaries on five continents. We provide roadside assistance, travel assistance and insurance, home assistance health coverage and concierge services to 300 million members world-wide. To render these services, Europ Assistance employs 10,000 persons, and contracts 420,000 providers.
Job purpose
The Customer Experience Associate supports the Customer Experience team to:
· Deliver the overall customer experience program across the organization by identifying customer issues, analysing feedback, generating actionable insights and changing processes.
· Develop the customer satisfaction program and voice of customer approach across the key markets
· Design Customer journey:
· Drive customer centricity in the organization
The Customer Experience Assistant works closely with the Operation Team, Global Business Lines and in close contact with the CX counterparts in the countries.
Primary duties and responsibilities
Analyse customer trends and customer insights in multiple markets & countries
Support CX project team in delivering the Customer Centricity program across multiple markets:
Work closely with entities to launch improve the NPS program
Regularly follow NPS (net promote score) / customer satisfaction results and key pain points across countries
Analyse, compare, suggest improvements and monitor actions
Build and maintain customer feedback reporting
Maintain and enrich the CX (customer experience) blueprint/playbook
Support in Design Customer Journeys
Support product lines in develop value proposition to customer
Contribute to animate an international Customer Experience Community
Be a customer advocate across the organization
Qualifications
· Education/Qualifications Ecole de Commerce, Université, de niveau Bac +5
· Customer centric
· Analytical skills
· Good organization and project management skills
· Excellent computer skills, specifically MS Office products (Excel, Word, PowerPoint)
Fluent French & English, both written and spoken, is a must.
Personal attributes
· Excellent interpersonal skills to establish rapport, credibility and strong working relationships
· Be a team player able to collaborate across organizational boundaries, embrace change, and make improvements to working practices
At ease in a multi-cultural working environment
Advantages
Tickets restaurant upon requests
100% Pass navigo reimbursement
Part time Homeworking
