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Customer Experience Project Lead

Antwerpen, BE, 2000 Breda, NL, 4817 ML Aalst, BE, 9320 Ebene, MU, - Renfrew (Glasgow), GB, PA4 8WF Luxembourg, LU, 1145 Geel, BE, 2440 Gent, BE, 9000 Brussel, BE, 1000

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in  Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

 

Your Role


As a CX project lead you will help identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty and retention. You will be working closely with stakeholders, managing communication and ensuring that each project is delivered on time and in budget.


As a CUSTOMER COACH - you will have the skills and ability to demonstrate that you can:

  • Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.
  • From Service transaction to Customer journey, can assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value than the customer expected throughout the full customer journey and over omni channels.
  • Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his/her expertise, confidence and style.
     

Your responsibilities
 

 

  • Engage with business teams to deliver high quality outputs
  • Build and maintain long-term relationships with both internal and external stakeholders
  • Help create and execute the customer experience roadmap that fits with both short term and long term objectives, together with the rest of the team
  • Lead project(s) within the corporate VOC and NPS program
  • Perform internal and external (market) research where you ensure that insights are being translated to continuous improvement tracks throughout the business
  • Identify key milestones in the customer journeys and link them to customer experience initiatives
  • Help embed CX in the SD Worx culture
  • Cooperate to our customer reference and customer ambassador program
  • Standardize CX related processes, scale and facilitate working as one SD Worx
  • Continuously align with your business stakeholders in order to ensure customer centricity is on everyone’s roadmap and challenge where needed

 

Your Profile

 

  • Experienced in stakeholder management and project management
  • Experience with customer journey mapping and design thinking
  • Adheres to the agile way of working
  • Strong interpersonal and relationship building skills
  • Result and solution driven
  • Strong understanding of data driven technologies, knowledge of Salesforce is a plus
  • Can balance quick wins and short term goals with a long term strategy and vision
  • Understanding of how to continuously feed the business with actionable insights based on customer data
  • Overall interest in innovation and business development (commercial mindset)
  • Genuinely passionate about delivering great customer experience & willing to engage directly with clients
     

Skills

 

  • Analytical ability
  • Synthetic power (getting the common thread/essence out of a lot of info/input)
  • Strong communication skills, being able to convey the essence of a message and convince
  • Focused to take the right actions according to a set objectives
  • Fast learner, can process a certain amount of information at a certain pace
  • Being able to deal with rapidly changing circumstances and thus adjust strategy
  • Project management skills (agile)
  • Being able to deal with resistance
  • Creative thinker - Being able to come up with new viable ideas

 

SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work.  With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond.  We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we work as one, moving from better to best together.

Apply now »