Description
Serve as the subject matter expert within the CX organization partnering with International teams on all areas of customer experience insights by collaborating with internal analytics teams, conducting case reviews, voice of the customer, top contact drivers, pain-points, regulatory reporting and entity specific nuances.
Be responsible for scoping and carrying out continuous CX improvement projects (process/policies/SOPs) and initiatives together with key stakeholders to improve overall customer experience Be accountable for building and maintaining CX processes to a quantifiable operational standard, ensuring customer satisfaction.
Adept at using data and customer anecdotes (VOC) to identify opportunities for new customer facing features and provide those insights to product and engineering teams.
Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the overall customer experience for your region.
Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and Coinbase technology into our goals and objectives for client success.
Champion change management for process, policies and KBs (SOPs) to our front line CX agents
Excellent Project manager and communicator
Manage and prioritize a steady stream of content requests from multiple teams with short turnaround time
Skills
Project management
Project coordination
customer experience
French
Product Engineering
data analysis
Design
Employee Value Proposition
Fully remote for biggest crypto exchange globally.
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. (phone number removed). TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at (url removed)>
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