Experience Manager and User Voice M/F

Role Summary

Within the user services department, you are responsible for evaluating and optimizing the consumer experience throughout its journey. To do this, you rely on the segmentation of the user base in place in order to identify and analyze specific needs by different means (implementation of satisfaction surveys and analysis of survey returns, observatory, animation of thematic “user” groups, etc.) with the aim of implementing the necessary action plans. You integrate lean management as a working tool to analyze the root causes of customer complaints and propose appropriate processes.

Management of complex complaints and mediations

Be the preferred contact with the mediator in order to preserve the interests of iléo while taking into account the feedback of subscribers,

Provide a response adapted to each type of request while respecting the time limits set by the contract while determining the levers for improving user services, while ensuring the traceability of your actions

Use the corpus of complaints and determine levers for continuous improvement and develop corrective actions

Construction of the user journey of tomorrow

You will participate in building the user journey and the Water service of tomorrow, in particular by developing operating methods, formalizing good practices and arguments for the different ileo services.

Set up and lead an Experience and User Voice committee each semester to adapt the service offering to the expectations of MEL residents

Responsibilities

Management of the user experience and voice observatory

• Analyze the feedback from satisfaction surveys from users who contact our services in order to establish reporting to the various services and set up a system allowing continuous improvement
• Ensure reporting to the MEL: monthly, quarterly and annual report, and annual improvement plan using the dashboard and management indicators

Requirements

• You have higher education (Bac+3 to Bac+5) in customer relations, water management and/or equivalent field
• You are autonomous and master data extraction tools, Excel, Google Sheets, PowerBI, Business Objects
• You demonstrate intellectual curiosity, strength of proposal and change management skills
• You are autonomous, rigorous, methodical and organized, with a strong sense of analysis and good writing skills
• You have excellent interpersonal skills and know how to adapt your posture to the situation as well as to your interlocutor

Benefits

Joining iléo means joining a company on a human scale where respect, solidarity, and responsibility towards employees and customers are fundamental values. It also means benefiting from an attractive remuneration policy and multiple benefits at the heart of the company's strategy: 13.5 months' salary, profit-sharing and profit-sharing, restaurant vouchers, CSE, advantageous mutual insurance, water allowance, 36 days of leave, etc.

• As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.
• As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.

About the Company

Veolia is the world leader in environmental services (water, waste, energy) to local authorities and businesses. Resolutely optimistic and determined, we work in the service of ecological transformation.

Join us within the Water activity of Veolia and its subsidiary iléo which is dedicated to the management of the drinking water and raw water distribution service in the European Metropolis of Lille and whose new contract started on January 1, 2024 for a period of 10 years.

Iléo has around 250 employees, 66 municipalities or 1,300,000 inhabitants served, 60M m3 of water distributed and €75M in turnover.