Digital Experience Improvement Specialist

7 dni temu


Kraków, Lesser Poland Heineken Pełny etat
Job Description

This Senior Customer Experience Specialist will lead the end-to-end NPS process across Global D&T platforms and HGSS Hubs. Key responsibilities 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.

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