Consultant Customer Experience
vor 1 Woche
Hybrid
Agency:
Havas Village Geneva
Job Description Summary:
Alliant technologie, data et créativité, l’entité Havas Customer Experience délivre des expériences porteuses de sens à ses clients. Sous la direction du responsable de Havas CX Suisse, la ou le futur(e) consultant(e) participe à des projets allant du design à la data en passant par le développement d’expériences innovantes digitales et physiques. Une forte collaboration avec les autres entités de Havas en Suisse - Sport, Creative et Media - est aussi l’une des composantes principales de ce poste.
Job Description:
Votre mission
- Gérer des comptes clients nationaux et internationaux de façon autonome et en partenariat avec nos autres entités et villages Havas en Suisse et dans le monde
- Déterminer le degré de maturité des clients et spécifier l’expérience cible en collaboration avec les équipes clients et internes
- Soutenir nos clients dans la définition de stratégies innovantes et dans la gestion de leurs programmes de transformation centrés sur les consommateurs et/ou sur la data
- Comprendre les enjeux clients via l’étude d’insights, l’organisation de focus groups ou d’interviews en collaboration avec des experts UX
- Animer la définition de Customer Journey (Key Moments of Truth, Pain points ) afin d’en favoriser la vision globale et transverse
- Concevoir et piloter des projets permettant une expérience client alignée sur les meilleurs standards du marché
- Piloter la production de nouvelles expériences depuis la phase de design jusqu’à l’exploitation tout en en assurant les responsabilités méthodologiques et techniques
- Assurer le reporting projets et performances pour identifier les axes d’optimisations sur les différentes étapes de l’expérience client
- Prendre le lead sur des avant-ventes CX, participer à celles transverses et être un moteur de la croissance de Havas en Suisse
- Effectuer la veille sur les meilleures pratiques CX et se former en continu à de nouvelles approches ou méthodologies (produits, services, outils, etc.)
Vos compétences
- Issu d’un cursus d’ingénieur, de formation supérieure en marketing ou ayant suivi un parcours spécialisé en digital
- Vous avez minimum 4 ans d’expérience dans une agence intégrée, digitale ou équivalent en startup ou société de conseil
- Orienté solution, vous avez un état d'esprit centré sur le client et une compréhension du parcours client
- Conciliant et rigoureux, vous êtes force de persuasion et de proposition. Vos capacités relationnelles et rédactionnelles sont reconnues
- Fort esprit d’analyse et de synthèse, vous avez le souci du détail et une grande rigueur clé du succès de votre travail en totale autonomie
- Toujours à la recherche de solutions innovantes, votre présentation est convaincante et vous avez un fort esprit d’équipe
- Connaissance d’outils comme Figma, Mural ou Notion permettant de d’animer des ateliers clients pour cadrer et concevoir des expériences consommateurs
- Familier de solutions technologiques comme WordPress ou Drupal, vous avez idéalement des bases en technologies de bases de données
- Maitrise d’outils d’analyse de performance comme Google Analytics et de dashboarding tels que PowerBi, Tableau ou Looker
- Une expérience professionnelle dans les domaines du marketing automation et/ou du CRM est un plus
Skills:
Analytics Consulting, Conversion Rate Optimization (CRO), Customer Journey Mapping, Customer Relationship Management (CRM), Data Reporting, Data vizualisation, Efficiency Analysis, Figma, Project Management, Prototyping, User Personas, Wireframing, WordPress
Contract Type:
Permanent
Here at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual’s ability to perform their job.
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