Customer Experience Manager
HybridAmsterdam, North Holland, The Netherlands
Job Summary
Lead end-to-end customer journeys, analyzing data and Voice of the Customer to drive structural improvements and consistent, frictionless experiences. Facilitate workshops and design sprints to translate data insights into concrete solutions, while leveraging AI tools for faster analysis and automated reporting. Act as a key stakeholder connecting technical specialists, business owners, and operations to align diverse interests around the customer. Manage the 'I Join' journey for new customers and relocation processes, ensuring transparent and relevant interactions throughout the energy transition. Join a compact team of two specialists and two journey experts in Amsterdam, working on a flexible hybrid schedule with a focus on sustainable innovation and direct impact on the customer experience.
Required Qualifications
- Minimaal 5 jaar werkervaring in het CX-domein
- Ruime ervaring met het opstellen van customer journeys
- Ruime ervaring met het faciliteren van workshops/design sprints
- Praktische ervaring met AI-tools binnen CX
- Vloeiend in de Nederlandse taal, zowel in woord als geschrift
- Goede beheersing van de Engelse taal, zowel in woord als geschrift
- Je volgt de ontwikkelingen in de energiemarkt op de voet (of hebt hier al ervaring in)
- Je bent intrinsiek gemotiveerd om duurzame innovaties succesvol te maken voor de consument
- Je bent sterk in het versimpelen van complexe energievraagstukken
- Je begrijpt de emotionele kant van energie
- Je kunt soepel schakelen tussen verschillende interne belangen
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