Head of Customer Experience and Insight Office, Törökbálint

Head of Customer Experience and Insight Office,
Törökbálint
Törökbálint, HU

,

• Make customers’ experience at Yettel a differentiating competitive advantage. Understand and improve Yettel’s operation to create positive, memorable, and satisfying experiences for our customers:
• Conduct research and data analysis to gain a deep understanding of customers' preferences, expectations. Monitoring customer feedbacks, identify trends, issues, and areas for improvement, and take necessary actions to address them, ensuring that it is integrated into the company's decision-making processes,
• Developing and implement customer-centric strategies to align the company's processes, services with the needs and desires of the customers. Set the company CX roadmap, insists on the strategy implementation even on rainy days,
• Design customer journeys: map out the end-to-end customer journey, identifying touchpoints and opportunities for improvement,
• Promote customer-centric culture throughout the organization,
• Measure customer experience metrics: define and track KPIs related to customer satisfaction. Use these metrics to assess the effectiveness of customer experience initiatives and drive continuous improvement, both on local and regional level.
• Stay updated on industry best practices, and customer experience trends.

• NEVER GIVE UP attitude
• 5+ years hands on experience in servicing sector, multinational environment. Telecommunication sector experience is an advantage
• 2+ years leadership experience
• Cool head, Warm heart
• Strong analytical skills with the ability to interpret conclusions as actionable recommendations
• Promotes a ‘teamwork approach’ and works collaboratively with other units
• Good interpersonal and communication skills (verbal and written) both in English and in Hungarian
• Quick learner, organized, multi-tasking personality

#FlexibleWorking: To ensure the highest possible flexibility, we maintain a hybrid setting where you can work from home or from the office as best suits your tasks and enjoy a seamless Yettel experience.

#Well-being: We provide collective life and health insurance, paternity leave, as well as dietician and personal trainer services to our colleagues. Our office gym and saunas are open for our colleagues on three days a week.

#LifelongLearning: Learning and personal growth are key priorities for us. Our annual Learning Day event aims to inspire colleagues and facilitate their development. Our 40-hour challenge encourages colleagues to spend at least this amount of time every year acquiring new skills.

#YettelHQ: Our HQ in Törökbálint is one of Hungary’s most state-of-the-art office buildings featuring a panorama terrace, an outdoor sports field and an alternative garden office.