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Customer Experience Lead
Il y a 2 mois
About Audensiel
Audensiel is a leading multi-specialist firm specializing in digital transformation, business consulting, and technology consulting. We partner with clients across diverse industries in France and internationally to deliver comprehensive solutions in:
- Digital: Digital transformation projects encompassing project management (Agile methodologies), Business Analysis (AMOA), application development, and acceptance/testing.
- Consulting: IT consulting within IT departments and business consulting within functional departments, particularly for Banking, Insurance, and the Pharmaceutical Industry. Our expertise lies in governance, regulatory compliance, risk management, and financial department transformation.
- Data/AI: Architecture and development of Big Data solutions with data engineers and data scientists. We also develop innovative artificial intelligence projects for our clients through Proof-of-Concept (POC) initiatives.
- IoT: Leveraging data from connected objects and processing it within complex interconnected systems. We design the entire value chain to deliver exceptional user experiences for these new services and optimize productivity gains.
- Cybersecurity: Providing support on cybersecurity governance for our clients. This includes audits, project management, and implementation strategies for data defense and security.
- Cloud/DevOps: Supporting clients at various stages of their projects, including strategy and governance, architecture, development, and DevOps implementation.
Your Role as Customer Experience Lead
As a Customer Experience Lead, you will be responsible for building and maintaining strong relationships with our clients to ensure ongoing satisfaction. Your key responsibilities include:
- Cultivating professional relationships with clients to achieve their satisfaction.
- Monitoring actions implemented based on customer satisfaction questionnaires.
- Ensuring the quality and monitoring of deployed systems.
- Collaborating closely with the Insurance Manager, Technical Coordinator, and Customer Service Team Leader to optimize team schedules.
- Implementing and overseeing the proper application of maintenance contracts or contractual warranties. Ensuring compliance with contractual obligations.
- Motivating teams to deliver exceptional service to our clients.
- Planning, supervising, and reporting to clients on various actions undertaken or planned for systems within the framework of project guarantees or maintenance contracts.
- Regularly providing your line manager with a risk analysis of your contract portfolio (anomalies that may disrupt contractual requirements), particularly concerning applicable penalties.
Your Profile
We are seeking a highly motivated and experienced Customer Experience Lead. The ideal candidate will possess:
- A Bachelor's degree in computer science, science, or customer relations.
- At least 3 years of relevant experience in ticketing and/or the public transport sector.
- Strong autonomy, organization, and rigor.
- A keen sense of business and service.
- Excellent oral and written communication skills.
- Proficiency in English.
