Cdi - Cx Expert (H/F)

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

Employee Contract type:
Permanent Regular

Job Description:
Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.

Your next challenge
Through perfect knowledge of the company's journey and thanks to its honed expertise of the customer experience (and in particular digital), the CX champion strongly contributes to the overall improvement of the Sodexo Pass France customer experience:

- By collecting information and data, the CX champion produces the modeling and updating customer, consumer and affiliate journeys.
- By using data from hot and cold surveys, the CX champion identifies fine-tune customer irritants and sources of journey improvement.
- Co-piloting and improving pathways, worked in collaboration with stakeholders and his CX colleagues, contributes to the development of the customer culture in the company.
- Through his position as a technical leader and expert on the company's customer experience topics, contributing to improving our customer, consumer and affiliate satisfaction indicators.
- Helping to identify “magic moments” and emotions in conjunction with the function marketing in order to magnify the experience offered. Internal/external contacts (department, service)
- Internal contacts mainly with all internal departments producing the service.
- Privileging collaborations with the CX team in the broad sense but also the Owner processes, the products owners, business owners, marketing product managers.

What you’ll be doing:
2. Analyze, Build and manage customer journeys in a dynamic of continuous improvement

3. Collect, analyze and use feedback from our customers in an implementation logic action plan improving the satisfaction of our customers, consumers and affiliates

4. Nurture and ensure accountability for our feedback management approach

5. Leader in the animation with his peers of a steering committee allowing to govern in transverses our customer and consumer experience by providing the right dynamic collective, and by guaranteeing the proper implementation of concrete actions to improve course.

6. Work on achieving target KPIs and SLAs to work: the “experience touchpoint” (by channel), “journey experience” (by step) and “total experience” (VoC) corresponding to the level of service expected in our activity in collaboration with our “Voice of the Customer” expert.

7. Ensure the management of a network of internal expert correspondents in order to quickly find the right customer responses to unblock situations

8. Collaborate constantly with product owners, business owners and product managers in order to to be in direct contact with their peers and find with them the right levers for improving their customer and consumer experience.

9. Imple