Customer Service Experience Expert

INNIO is seeking a visionary expert to further develop our customer service experience within the Services Business, with a strong focus on setting up and leading a holistic and global 360-degree customer satisfaction measurement and management system across all touchpoints, regions, and services markets. In this role, you are responsible for increasing customer satisfaction and loyalty by anticipating, monitoring and optimizing every customer service touchpoint. Based on customer feedback, surveys, and data you identify improvement opportunities for customer satisfaction and manage the strategic design, implementation and optimization of customer experience programs and initiatives that ensure a best-in-class premium service experience. You will develop a customer experience vision and define goals to stakeholders that drive a consistent end-to-end customer experience across the services organization. A key aspect of this role involves activating and collaborating closely with internal experts and stakeholders, such as marketing, sales, digital, analytics, service finance, business development, customer services managers and align initiatives with our gobal regions and distributors. This collaborative approach is critical to deploying new strategies and concepts effectively. Your success in this role hinges on a deep understanding of customer needs and markets, strong analytical and market research skills for analyzing customer data, feedback, and metrics, and the ability to communicate and collaborate effectively with our regions and distributors.

**At INNIO we offer you**:

- An innovative and international working environment
- Flexible working time model (depending on position and role)
- Health We Care Program - including company sport activities
- Moving cost support for new employees in accordance with policy
- Good connections to public transport - station in direct proximity
- Transportation cost support in accordance with policy
- One of the best canteens in the area with healthy and various meals
- Attractive location in the heart of the alps which provides various outdoor sport and other leisure possibilities

**Your Responsinbilities**:

- Develop and implement customer experience strategies and initiatives in services business across multiple touchpoints and channels
- Set-up and lead a holistic and global 360-degree customer satisfaction measurement and management system across all touchpoints
- Monitoring customer mectrics and reporting on CX-performance
- Analyze customer feedback, surveys, and data to identify improvement opportunities for customer satisfaction and premium service experience
- Ensure consistent and positive customer interactions across all touchpoints
- Collaborate with internal cross-functional teams and stakeholders such as marketing, sales, digital, analytics, service finance, business development, customer services managers and align initiatives with our gobal regions and distributors, to align customer experience efforts with business goals and objectives
- Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders

**Your Profile**:

- Very good experience in customer service, customer experience management, or a related role within industrial sectors, with a strong track record in customer experience solutions
- Market research and statistic skills and strong customer focus and mindset
- Proficiency in using customer satisfaction and experience tools and software such as customer feedback measurement and management systems, CRM platforms, and data analytics software
- Excellent communication skills which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback
- Strong analytical skills for analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance the customer satisfaction
- Problem-solving skills to identify and address customer issues, resolve conflicts, and find creative solutions to customer pain points
- Exceptional strategic thinking and analytical cababilities
- Excellent communication and presentation skills
- Adaptability to respond to evolving customer needs, industry trends, and shifting business dynamics
- Knowledge of the industrial gas-engine industry

The base pay is composed of the amount according to the Austrian collective agreement which is at least EUR 4.269,07 gross per month (x 14) and an over payment depending on your qualifications and experience.