Customer Experience Architect

Inetum; Lisboa; Presencial; EUR 40 000 - 60 000; Tempo integral

Resumo da oferta

Inetum in Lisbon is seeking a Customer Experience Analyst to support the design and improvement of customer journeys across touchpoints. You will conduct customer research, analyze data, and generate insights to drive CX initiatives.

You will collaborate with cross-functional teams, monitor results, and present findings to senior management, helping to optimize e-shop and communications with customers and suppliers like Vodafone.

Qualificações

• Bachelor’s degree in Business Administration, Marketing or related field.
• Strong data analysis skills with tools like Adobe Analytics, Excel, Power BI.
• Ability to interpret qualitative and quantitative data into actionable insights.
• Excellent written and verbal communication skills.
• Ability to present complex information clearly to stakeholders.
• Experience working in cross-functional teams including marketing, product development and customer service.
• Proactive and creative in identifying problems and solutions.
• Customer-centric mindset with empathy and passion for improving experiences.

Responsabilidades

• Conduct customer research and analyze data to generate customer insights.
• Collaborate with cross-functional teams to implement customer experience initiatives.
• Monitor and measure the effectiveness of customer journey improvements.
• Present findings and recommendations to senior management.
• Review and optimize e-shop and MVA journeys based on customer feedback and benchmarking insights.
• Identify opportunities to improve Customer Care communications to reduce calls and pain points.
• Identify customer communications from Vodafone, map related processes and optimize them.

Conhecimentos

Data analysis

Adobe Analytics

Excel

Power BI

Formação académica

Bachelor’s degree

Descrição da oferta de emprego

Inetum in Lisbon is seeking a Customer Experience Analyst to support the design and improvement of customer journeys across touchpoints. You will conduct customer research, analyze data, and generate insights to drive CX initiatives.

You will collaborate with cross-functional teams, monitor results, and present findings to senior management, helping to optimize e-shop and communications with customers and suppliers like Vodafone.