Serve as the subject matter expert within the CX organization, partnering with international teams on all aspects of customer experience insights. Collaborate with internal analytics teams, conduct case reviews, analyze voice of the customer data, identify top contact drivers, pain points, regulatory reporting, and entity-specific nuances. Be responsible for scoping and executing continuous CX improvement projects (processes, policies, SOPs) and initiatives with key stakeholders to enhance overall customer experience. Ensure CX processes meet quantifiable operational standards to maintain high customer satisfaction. Utilize data and customer anecdotes (VOC) to identify opportunities for new customer-facing features, providing insights to product and engineering teams. Build strong relationships with teams in Product, Engineering, and Design to advocate for improvements in customer experience within your region. Apply business analytics skills to synthesize customer feedback, business goals, industry trends, and Coinbase technology into actionable objectives for client success. Champion change management for processes, policies, and knowledge bases (SOPs) to front-line CX agents. Demonstrate excellent project management and communication skills. Manage and prioritize multiple content requests from various teams with short turnaround times.
Skills
- Project management
- Project coordination
- Customer experience
- French language proficiency
- Product Engineering
- Data analysis
- Design
Employee Value Proposition
Fully remote position with the world's biggest crypto exchange.
Job Title: French Speaking Project Manager
Location: Dublin, Ireland
Job Type: Contract
Trading as TEKsystems. Allegis Group Limited. Level 1, The Chase, Carmanhall Road, Sandyford, Dublin 18, Ireland. No. 909257. TEKsystems is part of Allegis Group, which includes brands like Aerotek, Aston Carter, EASi, Talentis Solutions, Stamford Consultants, and The Stamford Group. Your personal data will be processed according to the Allegis Group Online Privacy Notice at https://www.allegisgroup.com/en-gb/privacy-notices. For privacy rights and data processing details, visit the same link. Data may be shared within Allegis Group and transferred outside the UK, Switzerland, and EEA, with protections as described in the Privacy Notice. Data is stored in the UK, EEA, Switzerland, and the USA. To exercise your privacy rights, see the 'Contacting Us' section of the Privacy Notice.
#J-18808-Ljbffr