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Customer Experience Specialist Data Analyst



IT, Customer Service, Data Science
Barcelona, Spain
Posted on Tuesday, April 30, 2024

Are you passionate about transforming customer feedback into actionable insights? We're looking for a Customer Experience Specialist to join our dynamic team. In this role, you will be pivotal in managing and analyzing NPS survey data to enhance our customer understanding and drive strategic improvements across the company. You will collaborate closely with cross-functional teams to design, implement, and refine our customer experience measurement strategies. Your work will directly contribute to the optimization of customer interactions and the development of new products and services, ensuring our company remains at the forefront of customer satisfaction.

You will:

  • Administer and enhance our suite of customer experience measurement tools, including NPS, ratings, reviews, and text analytics, to gather deep insights into customer sentiments and behaviors.
  • Design and maintain interactive dashboards that present NPS survey data clearly and compellingly to stakeholders, facilitating informed decision-making.
  • Develop and deploy new surveys, integrating cutting-edge methodologies to capture the most relevant and impactful customer data.
  • Prepare and present detailed reports to the executive management team (EMT), highlighting key customer trends and insights that inform strategic planning and operational adjustments.
  • Continuously improve algorithms used to summarize customer feedback through AI, ensuring high accuracy and relevance of the insights generated.
  • Participate in Agile ceremonies to effectively plan and coordinate with the rest of the team, ensuring timely delivery of projects and alignment with broader business objectives.
  • Act as the single point of contact (SPOC) within the organization for all matters related to customer experience surveys, establishing strong communication lines across departments.

Your skills:

  • Higher education degree in Marketing, Business Management, or comparable education
  • Customer experience measurement tools used: NPS, 5 starts, Ratings and Reviews, Text Analytics, …..
  • Management of surveys tools and data collection tools.
  • Business Intelligence and Analytics capabilities
    • Advanced statistical capabilities, including managing large databases, pivot tables, and CRM systems.
    • Capable to determine and calculate statistics as:
      • Representative Samples
      • Correlated different variables
      • Predictions
  • Quantitative and qualitative methodologies used and experience to measure and collect voice of the customer (Interviews, Focus Groups, Customer Journeys) in the more appropriate way according to the research
  • Dashboard and Reporting experience: Office 365 (Excel, power point, word) (detailed oriented and agile with tools)
  • Agile methodologies and agile tools experience

Your benefits:

  • We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad
  • We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)
  • From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered
  • Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach

About Allianz Technology

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 13,000 employees located in 22 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.

We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.

D&I statement

Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life.

Join us. Let´s care for tomorrow.

You. IT

41383 | Data & Analytics | Profesional / Senior | Non-Executive | Allianz Technology | Jornada completa | Indefinido