Voice of The Customer

**Our mission**? Creating the finance solution that energizes SMEs and freelancers, so they can achieve more. We simplify everything from everyday banking to bookkeeping and spend management. At Qonto, we’re passionate about creating the best product, so if you’re looking for an ambitious team that’s revolutionizing an old-fashioned industry, get in touch

**Our journey**:Alexandre and Steve launched Qonto in July 2017. Since then, the team has earned the trust of more than 350,000 customers and opened offices in Paris, Berlin, Milan, and Barcelona. Last summer, we joined forces with Penta, a market leader based in Berlin and Belgrade, forming a united team of 1000+ Qontoers. We also made it to the Top 3 of LinkedIn Top Startups France

**Our values**:
**Ambition** | We tackle big challenges. No matter what.

**Teamwork** | We create momentum by working together, at the same speed.

**Mastery** | We pursue excellence through continuous learning. We face challenges with humility. Every day.

**Integrity** | We're open. We're honest. And we earn the trust of our clients and each other.

You can find out more about the
**Qonto Way** here.

**Our beliefs**: Our goal at Qonto is to create a warm and welcoming environment where individuals from all walks of life can truly thrive. We've gone above and beyond to ensure that every applicant is evaluated solely based on their skills and potential, rather than their gender, ethnicity, age, (dis)ability, or any other irrelevant factor. Our team consists of 49% international individuals, with 44% women and 20% parents. With this diversity, we are a powerful force Join us in our mission to build a workplace that celebrates diversity and embraces individuality. Discover the steps we took to create a discrimination-free hiring process.

As a
**Voice of the Customer Manager**, you will play a key role in achieving Qonto’s main mission: to
**create the bank all businesses love**.
- Your main goal will be (above all) to
**improve customer experience** by:

- **Managing and improving the tools** we use to collect customer insights (Chattermill, Refiner, NPS surveys )
- **Extracting and delivering cutting-edge customer insights** to internal stakeholders and decision-makers (from project and team leaders to directors and c-levels) in order to guide decisions
- **Envisioning and recommending actions and solutions** based on data and **coordinating actions and cross-team projects to increase customer satisfaction**

**‍‍ As a Voice Of Customer Manager at Qonto you will**:

- **Analyst**: You will analyze and synthesize data from multiple sources, including support contact drivers, product analytics, NPS, and sentiment analysis, in order to support key projects and help projects, markets, and functions leaders take the right decisions
- **Strategist**: You will be able to identify and understand issues based on customer data and envision solutions and actions to be taken by Qonto teams (product, Customer Service )
- **Project Manager**: You will be responsible for the ownership and management of tools and vendor partnerships (Chattermill, Refiner). You will also drive cross-team initiatives (notably with Customer Service and Product teams) to increase customer satisfaction and reduce churn.

**What you can expect**
- Work in a **fast-paced and scaling environment**:

- Will be part of the **Strategy Team** composed of 15 people working from France and Germany
- Work in an **international** company, with teams in 4 European countries
- **Collaborate with multiple Qonto teams** (data, product, customer support, marketing...) and be **autonomous**:

- Be part of the **most strategic projects** for Qonto and interact closely with the **top Management**

**About your future Manager**
- Your future manager will be
**Fanny**, our Head of Strategic Projects
- **Her background**
- Before joining Qonto, Fanny had various experiences in Strategy, Marketing, Venture, and E-Business on Retail Banking and Services within Corporates (AXA & BNP Paribas) and in close collaboration with fintech and start-ups
- **What does she bring to the team?**
- Fanny brings her experience on strategic issues and projects, knowledge in the Retail Banking and Services Industry, and expertise in launching and scaling teams and activities

**About You**
- **Experience**: At least 5 years of experience, in a strong and renowned Customer Service/ Customer Insights environment (real plus if you had a previous experience as a consultant)
- **Customer Centric**: your main goal is to improve our customer experience
- **Analyst and Data-Driven**: you are comfortable with data analysis, including on unstructured data (client verbatims ). You have a strong expertise in the use of technical/ statistical tools.
- **Project Manager**: your drive and excellent organization, allow you to be a strong project manager, able to break silos and coordinate cross-team initiatives
- **Team player**: you are able to work w