Take a step forward and let Edenred surprise you.
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 all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
Reporting to the Strategy & Projects Manager, you will be responsible for continuously improving the customer experience across all touchpoints with the organization. Your mission will be to ensure that customers receive exceptional service, creating meaningful interactions that foster long-term loyalty and satisfaction. Customer research will be essential to identify and implement improvements to deliver a first-class customer experience with the organization’s products and services, working closely and transversally with other teams.
Your main responsibilities will include:
- Lead customer research activity, gathering feedback to identify needs, expectations and opportunities for improvement. Monitor and measure customer experience metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), using data-driven insights to propose actionable improvements based on tools such as Medallia & others.
- Analyze and optimize customer experience across all touchpoints and channels, proposing initiatives while ensuring consistency and excellence throughout the customer journey, to enhance customer satisfaction and loyalty.
- Project management to transform those opportunities into strategies and tangible actions and results across the organization, in close collaboration with customer care, product, marketing, sales, finance and the rest of the teams.
- Lead problem resolution acting as a point of contact for resolving issues related to customer experience, working proactively to address concerns and complaints.
- Foster a customer-centric culture across the organization, motivating employees to deliver exceptional service, promoting new initiatives to break silos and boost the customer-first mindset (exchanges between teams, interactions with customers…).
- Stay updated on industry trends and best practices to continuously innovate and maintain a competitive edge. Provide training and resources to staff on best practices in customer service and specific functions to improve the overall experience.
- Prepare monthly reports for senior management on customer performance and recommendations based on analysis.
Apply now and Vibe with Us!
Top Skills
What We Do
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting 60 million users and 2 million partner merchants in 45 countries via close to 1 million corporate clients.
Edenred offers specific-purpose payment solutions for food (such as meal benefits), incentives (such as gift cards, employee engagement platforms), mobility (such as multi-energy, maintenance, toll, parking and commuter solutions) and corporate payments (such as virtual cards).
True to the Group’s purpose, “Enrich connections. For good.”, these solutions enhance users’ well-being and purchasing power. They improve companies’ attractiveness and efficiency, and vitalize the employment market and the local economy. They also foster access to healthier food, more environmentally friendly products and softer mobility.
Edenred’s 12,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2022, thanks to its global technology assets, the Group managed some €38 billion in business volume, primarily carried out via mobile applications, online platforms and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC 40, CAC 40 ESG, CAC Large 60, Euronext 100, Euronext Tech Leaders, FTSE4Good and MSCI Europe.
Our employees vibe with a passion for customer service, respect, imagination, simplicity and the entrepreneurial spirit that are Edenred’s values. For everyone who wants to experience that vibe, who needs it in their professional life, we want to be the best company to come and work and develop each person who takes part in the Edenred adventure
