CX Transformation Lead | Analytics & Experience Excellence

JD.COM; Rotterdam, Den Haag; On-site; EUR 70,000 - 100,000; Full time

Job description

Responsibilities

• Experience Intelligence & Diagnostics: Leverage NPS, CPO, and complaint analytics combined with mixed‑methods research to identify experience friction points. Produce root cause analysis and strategic recommendations to inform experience transformation.
• Experience Transformation Leadership: Develop omnichannel improvement strategies across customer journey touchpoints. Lead cross‑functional implementation of process innovations and service enhancements to achieve experience KPIs.
• Quality Framework Development: Establish experience measurement systems and service standards. Implement real‑time monitoring with predictive alerting to drive continuous improvement.
• Enterprise Collaboration & Innovation: Orchestrate cross‑departmental initiatives to resolve systemic pain points. Champion adoption of cutting‑edge tools (process automation, AI monitoring) to elevate experience management maturity.
• Impact Measurement & Knowledge Management: Quantify initiative effectiveness through advanced analytics and VOC insights. Institutionalize best practices through case libraries and playbooks to scale experience excellence.