Customer experience & service design expert - public sector (Sector Focus: Industries)
EY
- Bruxelles
- CDI
- Temps-plein
- You are also willing to engage on the topic from a commercial perspective. In conjoint effort with the rest of the management team, you develop the offering at existing and new clients.
- inally, you support the development of a team of consultants on the topic of customer experience and service design: team management on projects, internal knowledge sharing, and overall career coaching.
- Lead the project-based consulting of national as well as regional institutions and facilities in the public sector
- Take the lead in identifying client issues and proposing the most appropriate approach for challenges that organizations and government institutions face;
- Lead the tendering process in the team for public tenders;
- Build and maintain long-term relationships with senior clients;
- You contribute to the development of the existing customer team, acting as mentor and coach to all levels of the team and leading by example.
- You analyze the existing customer experience and map the customer journey;
- You help companies implement a tailored Voice of Customer Model, to capture customer satisfaction on a relational and transactional level;
- You define the governance structure that help our clients translate customer insights gathering towards actionable, continuous business improvements (top-line or bottom-line);
- You capture strategic objectives, vision and iterative feedback from our clients' stakeholders;
- You know how to select the right tools & partners to operationalize a voice of the customer model
- You represent the voice of the customer/user, synthesizing quantitative and qualitative data to ensure our work addresses their needs.
- You have a degree in economics, business, social sciences, marketing, psychology and possess a profound interest in topics of public sector customer experience, digitization, optimization, and service design.
- You have at least 5+ years of professional experience in one of the following areas: Public Administration, Digital Transformation, Customer Experience and Service design - in an advisory role for the public sector
- You can demonstrate past experiences in commercial development and team management.
- You speak CX and know the difference between client types, contact roles, touchpoints, drivers and channels;
- You are experienced in setting up Voice of Customer Models and know how to do this both from a quantitative and qualitative perspective;
- You know how to capture and design customer journeys;
- You are well-versed in KPIs such as NPS, CSAT, CES. You know when to use which;
- You know how to conduct effective customer interviews, to gather qualitative information;
- You are a consultant/advisor at heart: you strive to find solutions and options, not issues.
- You understand what it means to work collaboratively with a broader team.
- You partner effectively with business stakeholders & solve problems. You're comfortable and effective at framing decisions with clear and logical arguments.
- You have strong written and oral communication skills, with experience facilitating group discussions, workshops on the topic of customer experience and customer journeys.
- You are fluent in Dutch and/or French and proficient level of business English
- Strong team spirit, balanced by a healthy sense of autonomy
- Excellent communication skills
- A global mindset, eagerness to learn, and the ability to function in international teams
- People management and project management experience
- EY Family - you become part of the EY Family providing you with all the necessary skills, training and opportunities; enabling you to grow to your fullest potential.
- Attractive remuneration package - We offer an attractive remuneration package; including
- Inspiring work environment - At EY we are dedicated to providing you with an inspiring work environment. A work environment that allows you to further develop your skills and enables you to fulfill your true potential.
- Learning & personal growth - You will benefit from an onboarding program, receive extensive training and will be coached by a counselor. We offer a clear career path tailored to your unique skills with necessary guidance.
- Fun - By joining our EY- teams, you can participate in team activities, and companywide events and enjoy a drink during our monthly after-work drink.
- Sustainability - We have a fleet of hybrid and electric cars. Our flex plan makes it possible for you to choose the most sustainable option for you. You can also opt for a train subscription or lease a bike.
- Diversity & Inclusion - At EY we are passionate about the inclusion and support of individuals of all groups; we do not discriminate on the basis of race, religion, gender, sexual orientation, or disability status.
- Location - All of our offices are easily accessible by public transport and/or by car and have parking space. They all have parking spaces and charging stations are provided.
- Best Workplace - You will be part of the 2023 number one rated Best Workplace (Great Place to Work).