Vacature: Customer Insights Specialist
Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht
The organisation
We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.
With an international team of over 1000 colleagues we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.
WE CARE for customers, they are part of our DNA.
The function
Are you fuelled by the power of data and driven by the desire to make every customer interaction memorable? We are looking for an analytical Customer Insights Specialist who can turn insights into action and transform satisfaction into delight!
At the Mercedes-Benz Customer Assistance Centre, we believe that the heart of our success lies in understanding our customers deeply and delivering beyond their expectations. That's where you come into the picture. With your analytical acumen, you'll not only uncover what our customers truly desire but also pave the path to an unparalleled service experience.
As a Customer Insights Specialist, you will be part of a Quality Management team that is responsible for managing a global Quality Management Framework used in Customer Contact Centres all over the world. The responsibility is focused on the continuous development and improvement of our customer satisfaction survey strategy, transaction monitoring process and other quality measures, preparing and completing action plans as well as defining standards and steering models. The team is also responsible for supervising and assisting the quality assurance work of local teams in different sites worldwide, which includes setting up quality business review sessions to review the quality measures and calibrations with local teams.
The Customer Insights Specialist is expected to make a valuable contribution to quality and performance in the contact centers that are part of the global CCC network. They will communicate with a large variety of stakeholders within the CAC in Maastricht as well as across the global Customer Contact Centres and involved third parties.
Your tasks and responsibilities will be:
- Designing and implementing customer satisfaction surveys, developing and deploying surveys to gather feedback from customers about their experience with the call center.
- Data collection and analysis, collect and analyze survey data, customer interactions, and other relevant data points to assess customer satisfaction, identify trends, and provide actionable areas of improvement.
- Reporting, working together with our Business intelligence team to create reports and dashboards that summarize findings and present actionable insights to management and relevant stakeholders.
- Continuous improvement, monitor the impact of changes made and continuously look for ways to enhance the customer experience.
- Market research, stay informed about industry best practices and emerging trends in customer experience.
- Customer journey mapping, map customer journeys to identify pain points and opportunities for enhancing the customer experience.
- Analyse various QM reports, like Transaction Monitoring and CSAT results and provide feedback and recommendations to all stakeholders involved.
- Take full responsibility for the set-up of the global CSAT survey(s) and Transaction Monitoring forms, manage the global implementation of these, and take care of changes where needed.
- Support local quality teams based on the implemented quality assurance framework.
Requirements
Who are you?
- Higher vocational /university degree
- Understanding of Contact Center management (processes, systems, KPI’s, reporting, etc.)
- Minimum of 2 years of experience in the field of customer surveys or quality assurance
- Independent thinking and acting
- Experience in setting up questionnaires/surveys and analysing data
- Advanced analytical skills
- Adaptability and flexibility
- Have professional proficiency in English
- Effective in stakeholder management
- Able to create innovative solutions to problems
- Solid organizational skills including attention to detail and multi-tasking skills
- Experienced and self-confident in presenting to different types of audiences
- Strong team player
- Enjoys working in a dynamic, multicultural environment
- Affinity with Mercedes-Benz is an asset (vehicles & technologies)
- Willingness to occasionally travel for work when required
We're looking for a candidate who:
- Thrives on analysing data and translating it into real-world solutions and actionable results.
- Is an articulate communicator with a knack for storytelling through numbers.
- Has a relentless drive for excellence and a never-ending curiosity.
- Is a team player, ready to roll up their sleeves and dive into the data.
What's in it for you?
- A chance to be the voice of the customer within a forward-thinking company.
- An opportunity to work with a dynamic team that values innovation and creativity.
- A platform to make a tangible impact on customer happiness and company growth.
- A culture that celebrates insights, initiative, and the spirit of collaboration.
We offer
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
