Distribuie posturile

Customer Experience Office Supervisor

Customer Experience Office Supervisor

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 you will contribute

  • Define and ensure the implementation of the Customer Experience strategy at the bank level;
  • Ensure the quality management of retail and corporate services;
  • Integrate customer expectations in actions that will contribute and improve their experience;
  • Participate in sessions to collect customer perception, both internal and external, through direct and constant dialogue;
  • Validate the mass customer contact actions, in order to ensure an optimal approach in terms of frequency, form, content and communication channel;
  • Develop and implement a tracking mechanism to monitor the improvements promoted by the customer experience and eliminate the causes of complaints in collaboration with the owners of processes, products and segments;
  • Propose development actions for team members.

What will help you be successful

  • Higher economic / technical / legal studies;
  • Professional experience of at least 7 years in the field / 5 years in management positions;
  • Management, negotiation, presentation and communication skills;
  • Solid knowledge of project management and supervision as well as in quality management;
  • Knowledge of creating and managing Customer Journey Maps;
  • Training skills;
  • Knowledge of tools used in the field of customer experience (Customer Journey Mapping, VOC, NPS, Customer Effort Score, Touchpoints, Persona);
  • Organizational and time management skills;
  • English - advanced level.

Sounds like you'd be a good fit? Well, check out what we provide for our passionate 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;
  • Private medical services;
  • 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.