Pluxee

Customer Support

• Ensure an excellent customer experience across all touchpoints
• Monitor and analyze experience metrics, such as NPS, CSAT, and CES
• Identify trends, opportunities, and critical pain points
• Connect the voice of the customer to business metrics and direct improvement opportunities
• Map, analyze, and optimize customer journeys by identifying pain points, bottlenecks, and opportunities
• Propose scalable solutions and track their progress
• Connect surveys, metrics, feedback, and business context to generate actionable insights
• Turn the voice of the customer into strategic direction for advancing experience, quality, and efficiency
• Plan and conduct qualitative and quantitative research
• Structure hypotheses, methodologies, questionnaires, discussion guides, sampling criteria, and execution plans
• Analyze results and translate findings into relevant insights
• Translate data, research, and feedback into practical recommendations and action plans
• Track the implementation of initiatives and their impact
• Present analyses, insights, and recommendations in forums with partner teams
• Lead prioritization discussions, engage stakeholders, and foster alignment
• Identify opportunities to improve journeys, processes, and channels
• Research market trends and best practices and propose continuous improvement initiatives

Senior Customer Experience Analyst