Customer Experience Coordinator

Description

Be the voice of the customer within Orange, transforming data, research, and customer insights into strategic decisions that guide all company departments. Lead the CX area hands-on, with autonomy and a systemic vision, collaborating closely with Concierge, Services, Marketing, Sales, and Operations to ensure customer experience becomes a long-term asset for Orange. **Key Responsibilities** * **Customer Journey:** Map and govern the end-to-end journey—from first commercial contact through repurchase. Keep the journey map alive and updated quarterly. Identify friction points, moments of truth, and opportunities for delight. * **Loyalty Program:** Structure and implement improvements to the current program, aiming to elevate the customer experience on the platform. * **Voice of the Customer:** Execute the annual qualitative and quantitative research plan (interviews, in-depth NPS, qualitative journey studies, churn analysis). Maintain structured feedback rituals for other departments. * **Personalization Strategy:** Define how kits, communications, and experiences are personalized by profile/segment. * **Strategic Metrics:** Establish and maintain management of satisfaction metrics and other key strategic KPIs—such as NPS, stage-specific CSAT, LTV, recurrence, referrals, and churn. Ensure these metrics inform company decisions. **Technical Profile** * Bachelor’s degree in Marketing, Business Administration, or related fields. * 5+ years of experience in CX, journey design, loyalty programs, or relationship marketing. * Analytical capability combined with narrative sensitivity. * Proficient use of generative AI to accelerate analysis, synthesis, and content production. * Intermediate/advanced English. **Differentiators** * Prior experience with premium brands (travel, hospitality, lifestyle, luxury retail). * Real-world case studies of loyalty program or community implementation. * Experience facilitating Voice of the Customer rituals at other companies. * Background in experience consulting or service design. * Exposure to Disney.