Customer Experience & Insights Lead (Remote-friendly)

Evaneos; Paris; Hybride; EUR 43 000 - 50 000; Plein temps

Résumé du poste

Evaneos is seeking a Customer Experience & Satisfaction Manager to champion the traveler voice and translate feedback into action. You will measure satisfaction at every touchpoint, oversee the quality of 600 partner agencies, and manage e-reputation to boost trust and conversion.

You’ll work with Product, Tech, Marketing, and Sales to drive prioritized improvements, report insights, and influence decisions that elevate the traveler experience across Evaneos’s network.

Qualifications

• 5–7 years in B2C Customer Insights or CX roles.
• Experience designing and analyzing large-scale surveys.
• Fluent in NPS/CSAT methodologies and feedback analysis.
• Proven ability to drive end-to-end improvement projects.
• Familiar with Trustpilot and Google reviews.
• Bilingual French and English; another language a plus.

Responsabilités

• Own and continuously improve satisfaction surveys across the traveler journey.
• Oversee the quality of partner agencies and online reputation.
• Publish reports with clear recommendations for action.
• Drive the measure–analyze–fix loop and prioritize improvement projects.
• Collaborate with Product, Tech, Marketing and Sales to turn insights into actions.

Connaissances

Customer insights

NPS/CSAT

Data analysis

Cross-functional collaboration

Outils

Trustpilot

Google reviews

Survey tools

Description du poste

Evaneos is seeking a Customer Experience & Satisfaction Manager to champion the traveler voice and translate feedback into action. You will measure satisfaction at every touchpoint, oversee the quality of 600 partner agencies, and manage e-reputation to boost trust and conversion.

You’ll work with Product, Tech, Marketing, and Sales to drive prioritized improvements, report insights, and influence decisions that elevate the traveler experience across Evaneos’s network.