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Job Description
- Req#: DPDHGLOBAL23009HPEXTERNALENGLOBAL
DHL Express has an opening for a Customer Experience Analyst.
The role can be based anywhere within Romania.
Working as critical part of our continuous improvement team you’ll have the opportunity every day to able to deliver the best service quality, in efficient way, and with a can do attitude. Join us and help us to drive Continuous Improvement within our organization.
As a Customer Experience Analyst at DHL, you'll play a pivotal role:
• Act as the champion for our customers, leading the process of gathering their invaluable feedback.
• Unearth hidden gems of insight from customer feedback using advanced analytical tools and data visualizations, shaping opportunities to elevate their experience.
• Create impactful reports that influence key business decisions and boost customer satisfaction.
• Drive the ICCC+ program, taking charge of tool administration and facilitating smooth changes and testing in collaboration with the regional ICCC+ team.
• Conduct dynamic and interactive training sessions, transferring knowledge and skills effectively across various user groups.
• Ensure the pulse of customer-centric performance is always beating, monitoring call performance daily and providing constructive feedback.
• Organize, document, and distribute ICCC meeting minutes, keeping a keen eye on follow-up actions, and ensuring the ICCC Action log remains current.
• Communicate customer appreciation to frontline teams in a meaningful and impactful manner.
• Promote the best practices that delight our customers across the organization and coach teams to standardize these golden methods.
• Participate in regional ICCC+ monthly calls.
• Act as a bridge between creative ideas and the Continuous Improvement department / ICCC.
• Continually collaborate with internal departments to optimize our Customer Journey.
What we're looking for in you:
• A thirst for learning and a proactive mindset.
• A laser focus on customers and the ability to inspire customer-centric behavior in others.
• Top-notch communication and presentation skills.
• An organized approach and a sunny disposition.
• Proficiency in MS Office (MS Excel, MS PowerPoint).
• Basic knowledge of Cognos/Power BI/Tableau would be an added advantage.
• A keen understanding of CX approaches and tools (NPS, close the loop, journey map).
• A "Do it, try it, fix it" attitude. The ability to thrive under pressure.
• Initiative and the willingness to take charge.
• Solid business acumen and analytical skills.
• Adept time management skills.
• Fluency in English, both written and spoken.
Join us in shaping the future of logistics, driven by a passionate commitment to customer experience. Your journey starts here!
So what are you waiting for – apply for your new International Career until 15.12.2023,EOB!
CONNECTING PEOPLE. IMPROVING LIVES
About the company
We are an international team of over 400,000 shipping professionals, united by a passion for logistics. And we work in a unique environment. DHL is as innovative as a start-up, with the power of an international organization.
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