Alternance Marketing / Customer Experience

  • Europ Assistance
  • France
  • juil. 26, 2022
Legal

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