Senior Project Manager Customer Interaction

A company is seeking support for a project to evaluate, implement, and further develop quality surveys in digital channels. The project's goal is to increase customer satisfaction in digital channels by evaluating, implementing, and refining survey methods to enable a consistent measurement of customer satisfaction across all channels. Improvement opportunities should be identified and implemented.

The role includes consulting, developing, and implementing measures to collect and improve customer satisfaction in digital channels. Main tasks:

• Consulting on survey methods for capturing customer experience and quality in digital channels, market standards, benchmarks, and future orientation.
• Developing a future model for quality in digital channels, relevant KPIs and survey methods, as well as standard processes.
• Implementing the chosen measures, including interface management and coordination with technology and social partners.
• Testing implemented measures to ensure they meet required standards.
• Consolidating and mapping existing and missing customer survey methods/quality KPIs across all managed digital channels.
• Advising on the creation of decision papers and implementing the necessary actions.
• Identifying improvement potentials and developing a standard process for transparency and implementation.

• Experience in consulting on survey methods and quality measurement in digital channels.
• Knowledge of market standards, benchmarks, and KPIs in customer satisfaction (CEX).
• Ability to develop and implement standard processes and survey methods.
• Experience in interface management and coordination with various stakeholders.
• Analytical skills to identify improvement opportunities.
• Experience in preparing decision papers and their implementation.