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Expert Customer Experience

Expert Customer Experience

Localitate:  Bucuresti
Durata Contract:  Nedeterminat
Domeniu:  Retail banking

About our team

We are more than 5000 people at BCR and each and every one of us is different. We like to believe that our diversity of ideas, attitudes, passions, feelings and origins make our culture more beautiful and our jobs more meaningful.

How will you contribute

  • Monitor and identify local and international trends in customer behavior, propose and implement product and process optimizations to increase customer satisfaction;
  • Integrate customer expectations into actions that contribute at improving the customer experience;
  • Analyze thoroughly the causes that generate complaints and propose improvement actions;
  • Participate in the preparation of information materials to Management Board on the analysis and monitoring of the quality of service provided, analysis of complaints received, causes found and the status of corrective actions proposed to the service;
  • Monitor the quality of service provided to customers and contact standards corresponding to the categories of customers managed by the business lines;
  • Carry out Customer Experience projects and provide support for the implementation of the resulting measures;
  • Propose changes to internal initiatives that may negatively impact customer satisfaction;
  • Proactively analyze sales/operations processes and make proposals for flow changes to improve customer relationship efficiency;
  • Collaborate with other departments to find and implement solutions to improve the customer experience.

What will help you be successful

  • Higher education in economics/psychology or communication/marketing;
  • At least 4 years of professional experience of which 1 year in a customer experience specialist role or a similar customer support or communication role;
  • Evaluation and process improvement skills;
  • Creative thinking with persuasive, collaborative and problem solving skills;
  • Excellent communication skills, both verbal and written;
  • Familiarity with the notions of Customer Journey, NPS, Touchpoint, Customer Effort Score;
  • Experience in implementing changes in process, procedure, way of working;
  • Prioritization and time management skills;
  • Technical knowledge (Excel, PowerPoint, Word) at user level;
  • English - advanced level.

Sounds like you'd be a good fit? Check out what we provide for our people

  • The opportunity to develop yourself in one of the most important banking institutions from Central and Eastern Europe;
  • Flexible working schedule and work from home policy;
  • Accessible & modern head offices in Grozavesti Area (for the time being, due to Covid-19 situation, most of us work from home);
  • Private medical insurance;
  • Up to 27 vacation days depending on your years of experience;
  • Days off for unexpected events;
  • Free day on your birthday;
  • Banking and private pension benefits;
  • Flexible benefit plan through Benefit online platform.