Customer Experience Senior Expert

vor 2 Wochen

Wien, Österreich A1 Telekom Austria Group Vollzeit

The A1 Telekom Austria Group is the leading communications provider in Central and Eastern Europe with more than 23 million customers across its eight markets of operations. As an international player, we are aware of how important customer orientation is for an international service provider.

A1 Group is moving from a classic Telco to a digital company, offering customers a truly immersive digital experience, making us their partner in digitalization far beyond voice, message, internet services, TV and content into all areas of life. We call it empowering digital life.

**Job Purpose**

**What you do**
- You act as the Customer Experience Lead within Group wide Product Development & Customer Engagement projects.
- You own the customer journeys and act as a gate keeper between the ideation phase and development backlog.
- You create and map customer journeys to identify gaps in our customer experience; the journeys need to focus on all kinds of customer interactions, transactions, and engagement - across all touchpoints and products, from purchase to product return to customer support.
- You cooperate with our international customer experience management stakeholders as well as cross-functional project teams to ensure that gaps in the customer experience
- irrespective of where they occur in the journey - are plugged. Together with the stakeholders you define strategy, scope/features and architecture.
- You setup a constant customer feedback loop, select the right methodology how to get and include customer feedback in the various stages of product development (e.g., ideation, prototyping, etc.) and consult our operating companies hands on within the projects to enable them to run initiatives by themselves.
- You ensure that your customer experience strategies of projects are aligned with our Group strategy goals.
- You collect, track, and analyze customer feedback and suggest improvements internally. You will utilize measure metrics as NPS (Net Promoter Score®) for gathering insights on how the brand and products are performing on customer experience parameters. Furthermore, you define clear tangible targets/KPIs that drive your projects Group wide.
- You work with technology focused teams to ensure a seamless brand and buying experience with the respective technology like brand website or a self-service app.
- You lead teams of experts, ensuring that program goals are reached and optimize the performance by defining and implementing activities to speed up delivery.

**What you offer**
- Master's degree in business, economics, management, product/tech development, computer science, or another related field. A graduate degree or relevant work experience is preferred.
- 5+ years of experience in customer experience relevant area (ideally with leading experience).
- 3+ years of experience in (agile) project management, excellent organizational and planning skills with attention to detail in an intercultural environment
- Knowledge/experience in the areas of Customer Experience Management (strategic & operative) and the implementation of technical solutions is an advantage.
- Data management & analytical skills to understand data behind customer journeys and drive decisions based on customer feedback data.
- A good understanding of how customer centric product development of digital products works and hands-on experience in developing a digital product is a big plus including aspects such as NLP (Natural Language Processing) and social media listening.
- Ability to perform efficient and effective stakeholder management and interaction.
- Excellent verbal and written communication skills in English (at least level B1/B2), speaking a language of one of the countries in our footprint is an advantage.
- “Hands-on” personality and proactive attitude

**What makes you unique**
- Open-minded with a passion for Customer Experience, Customer Feedback, Product Development, Video Streaming services
- You enjoy developing innovative digital solutions and disruptive ideas.
- You are curious about new ways of learning and working.
- Flexible, but goal-oriented
- Solution oriented thinking

**What we offer**
- International and dynamic teams, anchored in the Holding.
- Strong placement opportunities & visibility within the team and across Group
- An international environment with attractive career and professional development opportunities
- A fun team, passion for what we do and how we do it, and a good sense of humor.

We build on our expertise with constant learning, offer an open environment for every individual and provide flexible working hours and office arrangements. We invite you to join us in this new world of work.

The minimum annual gross salary for this position according to the current collective agreement is EUR 50.000, -. The actual annual salary depends on your skills and experience.

As A1 Telekom Austria Group our goal is to increase the proportion of women in the entire company, and we have develop

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