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Digital Experience and Process Expert (Digital Factory) job in Budapest at MOLGROUP

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Digital Experience and Process Expert (Digital Factory) at MOLGROUP

Digital Experience and Process Expert (Digital Factory)

MOLGROUP Budapest Full Time
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 MOL Group is an independent and international oil and gas company, headquartered in Budapest, Hungary. It is active in over 30 countries with a dynamic international workforce of 26,000 people and a track record of more than 100 years in the industry.

We are searching for a new colleague who will join the Digital Factory team as a

Digital Experience and Process Expert

PURPOSE OF THE POSITION

Resulting from MOL Group’s 2030 - Enter Tomorrow strategy, the Consumer Services business was separated from Downstream and developed its own, very ambitious business unit strategy for Retail and Mobility. As part of this strategy, digital transformation of Retail has started, the scope of which includes for example development of Master Data, Analytics, CRM capabilities, mobile application and extended digital screens. It is critical that all future capabilities are built in a connected manner, not only in terms of technology but seamless, cross-channel customer journeys and appropriate customer support.

The Digital Experience and Process Expert is primarily accountable for establishing and maintaining a knowledge base that facilitates cross-channel customer service activities and being responsible for customer experience initiatives. Tasks include initial creation and improvement of knowledge base environment (i.e. system) as well as corresponding customer and complaint handling processes, support/sales scripts and initiating customer experience improvement activities – all built around self-distilled customer feedback.

MAIN RESPONSIBILITIES

  • Manage the creation of customer and complaint handling processes, sales scripts related to digital loyalty programs of MOL Group in the region
  • Define sales scripts and customer surveys related to the customers’ usage of digital channels (application, web)
  • Develop up-to-date knowledge base through the region and lead the cooperation with local customer service teams to ensure knowledge base is continuously leveraged in customer interactions. Firstly, focus should be on 3 countries where the new loyalty program is or will be introduced, and later on as new loyalty program is being rolled out, cooperation shall be extended to 7 countries
  • Develop the framework of feedback collection from the customers and frontline colleagues (service station hosts, customer service agents)
  • Initiate and execute customer experience improvement measures both in processes and in proposition design
  • Measure performance of customer service teams related to digital and understand the impact of improvement measures introduced
  • Develop roadmap and own budget needed for above tasks and drive impact against it, i.e., develop and own business cases for actions
  • Closely work together with group-level application developers, proposition managers and local marketing and customer service teams
  • Act as the single-point-of-contact of the group towards the local teams in case of process and digital customer experience related topics

QUALIFICATIONS

  • 5 years of relevant professional experience
  • Understanding of common knowledge base management concepts, processes and tools (platforms)
  • Experience in knowledge base management including development of customer and complaint handling processes, sales scripts and also using by customer experience analytics tools (i.e. google analytics, firebase, other data mining tools, etc.)
  • Experience in, or around B2C customer service environments or process management is a plus
  • Track record of translating customer feedback into improvement action items
  • Ability to work under pressure together with outstanding time management skillset, strong attention to detail
  • Proactive mindset, positive attitude, strong sense of ownership, team mentality
  • Ability to collaborate effectively with others but also to work independently
  • Great communication skills in Hungarian and in English
  • Outstanding MS Office skills
  • Knowledge with regards to information or content management systems is a plus
  • Proactive mindset, positive attitude, strong sense of ownership, team mentality

#LI-KKI

 

Recommended Skills

  • Sales
  • Retailing
  • Consumer Service
  • Marketing
  • Analytics
  • Business To Consumer
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Job ID: 21001973