CUSTOMER EXPERIENCE & QUALITY LEAD

• Our client is a leading European consumer servicesorganization* operating across multiple international markets.
• Recognized for its customer-centric approach, the company continuously invests in service excellence, operational efficiency and process improvement.

Jobomschrijving

• Monitor and assesscustomerinteractions and servicequalityperformance to identify trends, gaps and opportunities for improvement.
• Design, coordinate and manage customer experience assessment programs, including quality audits and mystery shopping initiatives across multiple countries.
• Analyze customer feedback, operational performance metrics and quality data to support informed decision-making.
• Map and evaluatecustomer journeys* across channels, identifying friction points and recommending practical improvement actions.
• Collaborate with operational and regional*stakeholders to support the implementation of service qualityand customer experience initiatives**.
• Prepareinsightfulreports, dashboards and presentations for leadership teams, translating data into clear business recommendations.
• Bachelor's or master's degree, or equivalent professional experience.
• 3-5 years of experience in Customer Experience, Service Quality, Operational Excellence, Business Analysis or a related field.
• Strong analytical*mindset with the ability to interpret*complexdata*, identify trends and transform insights into actionable recommendations.
• Advanced proficiency in Excel, Power BIand reporting tools.
• Excellent communication and stakeholder management skills, with the ability to work effectively in a multicultural environment.
• Able to work autonomously in a cross-functional environment.
• Fluent in English and French or Dutch; additional European languages are considered an asset.
• Flexible to travelacross Europe* (approximately 20%).