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Senior Specialist, Customer Experience and Strategic Projects
2019-12-17 12:13:28| Space-careers.com Jobs RSS
About us Its a great time to be part of the SES team We are the worlds leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit GEO and Medium Earth Orbit MEO. We provide a diverse range of customers with global video distribution and data connectivity services through two business units SES Video and SES Networks. Our global team works collaboratively to make a significant, and often lifechanging difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide. Senior Specialist, Customer Experience and Strategic Projects Germany Munich Unterfhring ROLE DESCRIPTION SUMMARY You should be a Customer Experience addict believing in customer centric organization and following the strong ambition to transform organizations in this direction. You bring already CX experience from another company into our situation and will help guiding the team. We are looking for a an CX generalist a strong affinity to insightsdata is highly appreciated. You will be responsible for Running dedicated external survey projects as well as internal change projects based on CX findings Setting up the current CX system Qualtrics in a way that will enable swift setup of new surveys. Import of relevant data form various systems into the CX system This includes a close teamup with IT to secure a performing connectivity e.g. to CRMs, SAP, PowerBi, etc. The dataanalytics of quantitative surveys incl. dashboard preparation for management and other lead functions e.g. via PowerBi You will be part of direct CX team of two and a global CX team of six members Beside of CX, you will occasionally take over andor support projects in the field of Strategic Video Solutions PRIMARY RESPONSIBILITIES KEY RESULT AREAS Operational CX survey and change managementprojects Own and execute dedicated survey projects e.g. yearly Voice of the customer In depth analyses of collected data and translation into comprehensive findings Translates data from external sources into dashboards e.g. power BI, both on a regular and ad hoc basis Presentation of findings to relevant audiences Host, moderate and follow up of changeimprovement workshops with relevant internal audiences. IT system backbone CRMs Helps facilitate the transition to and connection of new CRM MS Dynamics to Qualtrics and oversee the potential move to another CX tool Operational tool Helps facilitate the setup of Service Now from a CX perspective and ensures a flawless data flow into the CX system and back Sets up CX dashboards in Power BI, makes data available for different stakeholders upon request Identifies necessary connection to other systems and handles them CX tool setup translate survey into Qualtrics, set up data connection, and followup ticketing Brings Qualtrics on the way to automated survey distribution COMPETENCIES Basic Customer Experience know how and background Statistical knowledge and ability to translate it into laymans language Project management skills, especially when setting up IT projects Experience in working with CX research or marketing research programs, including surveys and other types of research from design through to analysis and reporting of results. Detailoriented and capable of producing accurate and highquality work even under short deadlines. Excellent analytical and abstraction skills HTML, coding experience are an advantage Fluent in English French andor German are a plus Ability to work independently with minimal supervision Very good coordination, time management and priority setting skills Good verbal and written communication skills, ability to communicate effectively with vendors, customers and colleagues Can do attitude independent working style and team player in multinational environmenment QUALIFICATIONS EXPERIENCE University educated or equivalent in a relevant field ideally Engineering MBA or Business Administration degree or equivalent business education At least 23 years experience in data management in a customer experience team or relatable area Ideally CXPA qualified or equivalent CX relevant certification OTHER KEY REQUIREMENTS COMMENTS Willingness to travel to a limited extend Entrepreneurial spirit with cando attitude Diplomatic attitude Whats in it for you? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity! Apply HERE
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