Senior Customer Experience Specialist

3 tygodni temu


Kraków, Lesser Poland Heineken Pełny etat
At HEINEKEN Kraków (HEINEKEN Global Shared Services), we believe that Customer Experience is a key driver of success. As part of our commitment to transformation and digital excellence, we are enhancing our approach to managing and improving customer experience across our global operations. With the Digital Backbone (DBB) program introducing over 40 platforms into HEINEKEN's digital landscape, we aim to ensure a seamless and user-friendly experience for our employees and stakeholders.

In this role, you will play a vital part in managing the end-to-end Net Promoter Score (NPS) process, measuring user satisfaction, and driving digital experience improvements that directly impact our operational excellence.

Your responsibilities would include:

- leading the end-to-end NPS (Net Promoter Score) process across Global D&T platforms and HGSS Hubs
- measuring user experience at module, platform, and process levels, ensuring alignment with global standards
- gathering and analyzing large-scale customer feedback to generate insights and recommend data-driven improvements
- supporting product owners, functional managers, and process owners in defining survey criteria, governance, and execution
- managing the centralized dashboard, tracking survey responses, and reporting trends to enhance customer experience
- ensuring the successful rollout and governance of experience management processes, linking business objectives with user satisfaction.

You are a good candidate if you have:

- a bachelor's degree in business, information technology, or a related field
- 3+ years of experience in customer/user experience management or related fields
- strong analytical and problem-solving skills, with experience in data visualization and reporting
- excellent communication and stakeholder management skills, with the ability to collaborate across global teams
- familiarity with NPS/CSAT tools and digital experience management frameworks
- project management experience in a fast-paced, data-driven environment.

You are a perfect match if you also have:

- 5+ years of experience in customer satisfaction analytics and digital transformation
- expertise in governance processes for user experience management
- experience working in global organizations, managing cross-functional collaborations
- a proactive approach to continuous improvement and business process optimization

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

  • Kraków, Lesser Poland careersinpoland Pełny etat

    Job DescriptionWe are seeking a skilled Quality Assurance Specialist to join our team in Krakow, Poland. As a Quality Assurance Specialist, you will be responsible for evaluating and analyzing customer interactions to improve customer experience and satisfaction scores.You will work closely with the Quality Assurance Manager to ensure that employees are...


  • Kraków, Lesser Poland The HEINEKEN Company Pełny etat

    At HEINEKEN Kraków (HEINEKEN Global Shared Services), we believe that Customer Experience is a key driver of success. As part of our commitment to transformation and digital excellence, we are enhancing our approach to managing and improving customer experience across our global operations. With the Digital Backbone (DBB) program introducing over 40...


  • Kraków, Lesser Poland TN Poland Pełny etat

    Job DescriptionWe are seeking a highly motivated and experienced customer service specialist to join our team.The ideal candidate will have a strong background in customer support, excellent communication skills, and experience working with SAP.As a member of our team, you will be responsible for providing exceptional customer service, handling customer...


  • Kraków, Lesser Poland Majorel Poland Pełny etat

    Majorel Poland empowers businesses and consumers to thrive in an increasingly digital world through innovative payment solutions and financial services.About the RoleWe are seeking a Customer Care Agent to join our rapidly growing team, where you will be responsible for managing inquiries from SME-sized merchants.Your tasks will include handling emails,...


  • Kraków, Lesser Poland TTEC Europe Pełny etat

    About the JobWe are seeking a highly skilled and motivated Business Development Representative with Danish to join our team. As a key member of our sales team, you will be responsible for identifying and pursuing sales opportunities, negotiating agreements, and delivering exceptional customer experiences.Key Responsibilities:- Develop and execute account...


  • Kraków, Lesser Poland TN Poland Pełny etat

    About UsTN Poland values diversity, inclusivity, and equal opportunities. We strive to create a workplace where everyone feels valued and empowered to contribute.Job Description:As an HR Service Excellence Specialist, you will be responsible for delivering exceptional HR services and maintaining high customer satisfaction.You will act as the primary point of...


  • Kraków, Lesser Poland TTEC Pełny etat

    About the RoleThis is an exciting opportunity to join our team as a Technical Support Specialist. As a key member of our team, you will be responsible for delivering exceptional customer experiences and providing top-notch technical support.Your primary responsibility will be to troubleshoot and resolve customer technical issues in a timely and efficient...


  • Kraków, Lesser Poland Randstad Polska Sp. z o.o. Pełny etat

    Would you like to build your career with one of the most prestigious and innovative companies in the world? Our Client is looking for AR Specialist/ AR Senior Specialist with proficiency in English, or both English and German to join their global GBS Finance Operations team.This is a unique opportunity to become part of an organization that has been setting...


  • Kraków, Lesser Poland HEINEKEN Kraków Pełny etat

    Customer Ledger SpecialistWe are seeking a highly skilled Customer Ledger Specialist to join our team at HEINEKEN Kraków.About the RoleThe successful candidate will be responsible for managing the Customer Ledger and ensuring it remains clean and clear.The ideal candidate will have strong analytical skills and experience working with financial data.The...


  • Kraków, Lesser Poland Herbalife International, Inc. Pełny etat

    About the JobWe are looking for a skilled and dedicated individual to fill the position of Global Customer Support Professional with Norwegian. As a key member of our team, you will be responsible for providing top-notch customer support to our clients and distributors, promoting the Herbalife brand, and driving business growth.Main Responsibilities:Deliver...


  • Kraków, Lesser Poland ArcelorMittal Business Center Of Excellence Pełny etat

    The Customer Experience (CX) Process Chief SpecialistGet AI-powered advice on this job and more exclusive features.Evaluate existing business processes for inefficiencies, bottlenecks, and opportunities for improvement.Use process mapping, flowcharts, and data analysis tools to visualize and document current workflows.Recommend and implement process changes...


  • Kraków, Lesser Poland Headhunt International Pełny etat

    Customer Support Specialist OpportunityWe are seeking a skilled Customer Support Specialist to join our team. As a Customer Support Specialist, you will be responsible for providing exceptional customer service and support to our clients.The ideal candidate will have excellent communication skills, fluency in Spanish, and the ability to work in a fast-paced...


  • Kraków, Lesser Poland Capgemini Pełny etat

    We are seeking a highly motivated and experienced Senior Collector Specialist to join our team at Capgemini. As a Senior Finance and Accounting Process Specialist, you will be responsible for managing your own client portfolio, contacting clients to obtain payment status information, dealing with disputed invoices, and achieving cash collection targets.Job...


  • Kraków, Lesser Poland TTEC Pełny etat

    Company OverviewTTEC is a global company that helps businesses deliver amazing customer experiences. We do this by combining our expertise in technology and human interaction to create personalized experiences for our customers.We are proud to be an equal opportunity employer and strive to reflect the communities we serve. Our employees feel valued and...


  • Kraków, Lesser Poland NTIATIVE IT Recruitment Pełny etat

    **Our Team**We are a tight-knit team of professionals who share a passion for innovation and excellence. Our team is committed to delivering exceptional results and making a positive impact in the lives of our clients.We are seeking a talented Customer Experience Strategist to join our team. As a key member of our customer experience team, you will be...


  • Kraków, Lesser Poland Jitterbit Pełny etat

    Seeking Experienced Customer Success Manager for Key RoleJitterbit is a growing leader in the Integration Platform as a Service (iPaaS) tech space, empowering businesses to accelerate their digital journeys and future-proof their operations.We are looking for an experienced Customer Success Manager to join our team, focusing on delivering exceptional...


  • Kraków, Lesser Poland Randstad Polska Sp. z o.o. Pełny etat

    Would you like to build your career with one of the most prestigious and innovative companies in the world? We are currently recruiting for our client - symbol of excellence and engineering precision - we are seeking an AP Specialist / AP Senior Specialist with proficiency in English, or both English and German to join their global GBS Finance Operations...


  • Kraków, Lesser Poland SupportYourApp Pełny etat

    Delivering exceptional customer support requires a unique blend of technical expertise and interpersonal skills.As a Customer Support Consultant at SupportYourApp, you will be responsible for:Fostering positive relationships with customersResolving issues efficiently and effectivelyCommunicating clearly and conciselyStaying current with industry...


  • Kraków, Lesser Poland Students Pełny etat

    About the RoleWe are looking for a highly motivated and organized Customer Support Specialist with Advanced English and French to join our team. As a Customer Support Specialist, you will be responsible for providing excellent customer service and support to our clients.Deliver high-quality customer service and support via phone, email, and chat.Respond to...


  • Kraków, Lesser Poland Randstad Polska Sp. z o.o. Pełny etat

    Would you like to build your career with one of the most prestigious and innovative companies in the world? We are currently recruiting for our client, Rolls-Royce – a symbol of excellence and engineering precision.They are seeking an AR Specialist/ AR Senior Specialist with proficiency in English, or both English and German to join their global GBS...