CUSTOMER EXPERIENCE & QUALITY LEAD

Our client is a leading European consumer services organization operating across multiple international markets. Recognized for its customer-centric approach, the company continuously invests in service excellence, operational efficiency and process improvement.

Monitor and assess customer interactions and service quality performance to identify trends, gaps and opportunities for improvement. Design, coordinate and manage customer experience assessment programs, including quality audits and mystery shopping initiatives across multiple countries. Analyze customer feedback, operational performance metrics and quality data to support informed decision-making. Map and evaluate customer journeys across channels, identifying friction points and recommending practical improvement actions. Collaborate with operational and regional stakeholders to support the implementation of service quality and customer experience initiatives. Prepare insightful reports, dashboards and presentations for lead…

Bachelor's or master's degree, or equivalent professional experience. 3-5 years of experience in Customer Experience, Service Quality, Operational Excellence, Business Analysis or a related field. Strong analytical mindset with the ability to interpret complex data, identify trends and transform insights into actionable recommendations. Advanced proficiency in Excel, Power BI and reporting tools. Excellent communication and stakeholder management skills, with the ability to work effectively in a multicultural environment. Able to work autonomously in a cross-functional environment. Fluent in E…

• Permanent contract.
• A highly autonomous and project-driven role with exposure to multiple European markets.
• The opportunity to contribute directly to customer experience excellence and continuous improvement initiatives across a European organization.
• Attractive compensation package with comprehensive benefits (company car, insurance etc.).
• Long-term development opportunities.