The Global Customer Experience Team at Europ Assistance Group serves as the ‘voice of the customer,’ passionately driving change and fostering a customer-centric culture across our Business Units worldwide and within our Head Office.

Role Overview:

We are seeking a highly skilled CX Insights and Data Analyst to analyze customer data, generate actionable insights, and support the development of strategies to enhance the customer experience.

This role involves close collaboration with various departments to gather and interpret data, and contribute to the implementation of CX initiatives, driving a data-driven approach to new heights.

Primary duties and responsibilities CX Insights and Data analysis

· Collect, analyse, and interpret customer experience data from various sources (e.g., surveys, feedback forms, social media, text analytics) and identify correlations with other operational Key Performance Indicators (KPIs).

· Generate regular interactive reports, dashboards, and data visualizations that present CX KPIs clearly and compellingly to stakeholders, facilitating decision-making.

· Build and maintain customer surveys in our clients’ tools such as Medallia, E-Komi, Qualtrics, etc. across different countries.

· Identify trends, patterns, and insights to inform strategic decisions and improve customer experience initiatives. Customer Experience Improvement: · Leverage data insights to support the design and implementation of impactful CX improvement initiatives. · Utilize comprehensive data analysis to effectively map and understand consumer experiences, helping to define value propositions and design optimized customer journeys.

· Collaborate closely with cross-functional teams (e.g., Business Lines, Operations) to ensure that data-driven customer insights are seamlessly integrated into business strategies and process improvements. Innovation

· Continuously improve methodology used to summarize customer feedback through innovation such as AI, ensuring high accuracy and relevance of the insights generated.

· Stay updated on industry best practices and emerging trends technologies in customer experience, data analytics, visualization, and reporting.

Qualifications:

· Bachelor’s degree in Business, Marketing, Statistics, Data Science, or a related field. A Master’s degree is a plus.

· 3-5 years of experience in customer experience and data analysis.

· Expertise in measuring KPIs such as NPS, CSAT, CES, Public Reviews, and Text Analytics.

· Proficiency in dashboard tools and Office 365 (Excel, PowerPoint, Power BI).

· Strong data analytical skills with the ability to understand key trends, customer insights, and behaviours.

· Proven ability to manage multiple projects in a cross-functional environment, ensuring accurate and timely delivery.

· Preference for candidates with an international background, experienced in multinational companies and/or consulting firms.

· Comfortable working in virtual teams within global matrix operations, with a demonstrated ability to collaborate with different functions, and navigate cultural differences effectively.

HR - N+1 & N+2