CDI - CX EXPERT – F​/H

CX Expert H/F (Customer Experience)

At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.

Pluxee France, a subsidiary of the Pluxee Group, offers employee benefits solutions tailored to the HR challenges of private companies and public sector entities.

Our offerings include:

• Restaurant vouchers
• Gift cards
• Meal solutions
• CESU and mobility solutions

In a context of growth and continuous innovation, the continuous improvement of the client experience constitutes a major strategic challenge to support our development.

Your next challenge

As a CX Expert (Customer Experience), you are responsible for improving the client journeys from end to end: using the tools at your disposal and the information collected, you create surveys, process, analyze, and synthesize all client insights.

You work closely with all internal services that produce the service, as well as with Pluxee International in the deployment of new collection tools or the improvement of client journeys. You collaborate directly with the CX team, but also with the Process Owners, PO, PM, PMM, and business owners.

This position offers you exposure to all product and business teams, as well as to a large internal and international ecosystem.

Your missions

CX Measurement:
Actively contribute to the creation and updating of client experience management tools aimed at improving client journeys:

• Organize surveys and studies in advance
• Configure and update feedback management tools, surveys, close the loop, load client, affiliate, and consumer data, and consolidate results
• Verify, assign verbatims, and contribute to the training of artificial intelligence
• Identify client insights, analyze, and follow the progress of feedback management projects
• Synthesize and present the indicators of impact on client satisfaction and recommendation from surveys, as well as internal indicators related to client interactions with customer assistance

CX Expertise

• Actively participate, with the team, in the evolution of end-to-end journeys by providing the right insights and inputs
• Propose, create, and drive the modification of operational processes if necessary to improve the client experience and service quality
• Propose and deploy corrective actions and evolutions when results are not in line with CX objectives
• Communicate on results and activity to strengthen the client culture
• Lead cross-functional CX committees

Your profile

We will recognize you by:

• Your rigor and analytical sense
• Your ability to synthesize and extract the essential from complex data
• Methodology and logic
• Your curiosity and client orientation (internal and external)
• Your relational skills and your taste for cross-functional work
• Your autonomy and your force of proposal

Technical skills expected:

• Mastery of feedback management tools and digital surveys (configuration, data loading, result consolidation)
• Good understanding of client satisfaction and recommendation indicators (NPS, VoC, etc.)
• Ability to process/analyze data from CX & digital
• Comfort with digital tools and data
• Good level of English (regular exchanges with Pluxee International)

The plus appreciated:

• Experience in leading cross-functional committees or workshops
• Sensitivity to subjects of artificial intelligence applied to the analysis of verbatims
• Strong oral and written communication skills
• Ability to train and disseminate your knowledge "voice of the client" & CX indicators

Why join Pluxee?

An impactful experience at the heart of the CX team, with a key role in the continuous improvement of client journeys and cross-organizational visibility.

Support for development: close supervision, upskilling on CX tools and methodologies, and direct exposure to the strategic challenges of the Group.

Our benefits:
Restaurant Pass Card
· Remote Work
· Sports & Wellness Offers
· CSE & Ticket Benefits

Location:

Paris (9th)

Education:

Bachelor’s Degree + 5. Position open to people with disabilities. Don’t wait: join Pluxee!