As a Voice of the Customer Specialist, you'll bring a customer-based perspective of how our users perceive our customer service, products and brand across different touch points. In this role you'll work closely with various teams, such as product managers, data analysts, quality assurance and sales. You'll drive research and feedback analysis activities to help us identify key customer experience gaps.
With the rest of the team, you'll collaborate to develop customer-centric suggestions to help us deliver an excellence experience that matches and exceeds customer expectations.
Work with teams across product, analytics, QA and sales to map and maintain a cross-channel customer experience map
Uncover, summarizing, and communicating customer needs throughout the lifecycle of our customers and make them available across different teams.
Implement insight gathering activities to help us better understand our customers' expectations and how they experience our brand across different touchpoints.
Demonstrate thought leadership by identifying and carrying out potential avenues for insightful analysis.
Work with CSX team members to centralize all customer insights and reflect them into the customer journey map.
A Bachelor’s degree from an accredited undergraduate institution
1+ years’ experience in customer experience
Familiarity with Contact Center operations and Customer experience metrics
Experience in analyzing consumer behavior and developing customer experience journeys and personas
Proven ability to handle multiple priorities simultaneously plus ad hoc requests.
Strong analytical, communication and presentation skills
Previous experience in working on cross-functional projects
Advanced knowledge in Google Suite, Microsoft Office
Why should you be excited to work with us?
Our office is an energetic and friendly work environment composed of an international team of more than 50 nationalities
Each team represents a mix of languages and nationalities, and you have daily opportunities to learn and grow alongside a diverse group of colleagues
Your feedback and improvement ideas are welcomed and encouraged: we value your input to help bring our department to the next level and provide a world-class experience to our customers
Be an integral part of the company’s growth and success - we work with a virtual stock agreement
Grow and develop yourself with regular training programs
GetYourGuide vouchers and access to German language lessons
Sports benefits such as Urban Sports Club and weekly yoga classes
Well stocked kitchens, with daily breakfast and our famous pizza & drinks Fridays
Company events such as the annual Summer and Winter Parties, hackathons, tech lunches etc.
Ready to seek the incredible help our suppliers provide incredible experiences to our customers? Please send us your application below. We’re looking forward to hearing from you!
Please apply via this link: https://careers.getyourguide.com/positions/customer-service/voice-of-customer-specialist/berlin/?gh_jid=2006131&gh_src=85d3f5071
It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application.
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