Take a step forward and let Edenred surprise you.
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Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is the payments and services platform that is the everyday companion for people at work. It connects 50 million employee users to 2 million partner merchants through more than 900k corporate customers in 46 countries
Edenred offers specific purpose payment solutions dedicated to food (meal vouchers), mobility (fuel cards, mobility vouchers), motivation (gift vouchers, employee engagement platforms), and business payments (virtual cards). These solutions are aimed at improving the well-being and purchasing power of employees, strengthening the attractiveness and efficiency of companies, and vitalizing employment and the local economy.
Edenred's 11,000+ employees are committed to making the world of work a simpler, safer and more connected, on a daily basis.
In 2022, thanks to its global technological assets, the Group managed a business volume of more than 30 billion euros, mainly through mobile applications, online platforms, and cards.
Listed on Euronext Paris, Edenred is part of the CAC Next 20, FTSE4Good, DJSI Europe and MSCI Europe, CAC 40 ESG indices.
The Edenred Digital Center (EDC) in Bucharest, Romania is Edenred Group's largest Digital hub for strategic Tech projects.
Context / ROLE:
Passion for Customers is one of Edenred's 5 corporate values.
Based on a first successful proof of concept of the Net Promoter Score (NPS) measurement carried out in 4 countries, the group decided to launch a vast transformation program aimed at strengthening this key value in 2019.
Today, the program is live in about 35 countries in different capacities and has enabled a more customer centered cultural transformation across the group.
You will be part of a dedicated central team and will work closely with country teams and other central departments to deploy and maintain the entire NPS program.
Position SCOPE & Key Responsibilities:
You will play the role of a consultant working with all the BU s live on the program, to ensure they are successful and provide a best-in-class Customer Experience to their customers.
Main missions will be the following:
Country management (in “Run” mode): 80% of the time
- Manage relationships and work hand in hand with countries: advice on platform capabilities, resolution of technical/system-related issues & inquiries, assistance with quality assurance, analysis of large datasets, etc.
- Enhance platform capabilities and features
- Provide broader support and guidance to countries on NPS/customer experience best practices, share experiences of other countries participating in the program, etc., and thereby build strong country relationships.
Implementation of the SaaS platform (in “Build” mode): 20% of the time
- Work with team members to perform program implementations and improvements.
- Participate in the design, configuration, and in implementation review processes.
- Use software knowledge to set up surveys and reports, integrate Medallia with other tools (eg: Salesforce).
Stakeholder management:
- Work with our different business units to understand their requirements and issues
- Work in tandem with Medallia consultants to implement feature enhancements & solve issues for our business units
- Work with our IT teams to set up platform integrations, data imports/exports, etc
Other responsibilities:
- Contribute to the design and deployment of other NPS program components such as: CX KPIs/Dashboards/Targets, knowledge sharing and documentation, etc
- Analytics on customer feedback and operational data, in collaboration with country and Group teams,
Required skills & profile:
- You have a first experience as a Business Analyst (2+ years)
- You have a basic knowledge of SaaS platforms and a first experience in SaaS implementation projects
- You have an analytical mindset
- You have the ability to work with multiple stakeholders from different geographies
- You have delivered initiatives that required problem-solving skills, project, and stakeholder management
- You are proactive, rigorous, and have a strong attention to detail
- You can communicate clearly and make complex ideas understandable
- You have a strong interest in developing your knowledge and technical skills around customer experience management tools
- Good written and verbal communication skills in English
- Knowledge of XM platforms especially Medallia is a plus
- Basic knowledge of and willingness to learn common web technologies e.g. Javascript, HTML, XML, CSS, APIs
Apply now and Vibe with Us!
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