Chargé de l'expérience et voix de l'usager H/F
Core
Evaluate and optimize the consumer experience across the entire user journey for water distribution services, focusing on complex claims, mediation, and continuous improvement.
Role type
Senior Customer Experience & Voice of the Customer Manager
Builds
Action plans for service improvement, user journey maps, and operational procedures for water distribution.
Domain
Utilities (Water Distribution) + Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Data analysis, root cause analysis, stakeholder management, process optimization, reporting, change management
Preferred skills
Lean management, user segmentation, survey design, data visualization
Technologies
Excel, Google Sheets, PowerBI, Business Objects
Responsibilities
Manage complex claims and mediation processes; analyze customer satisfaction surveys and feedback; build the future user journey and service offerings; chair the Experience and Voice of the Customer committee.
Seniority
Mid-Senior, hands-on manager
