Customer Insights Specialits

Barco is looking for a Customer Insights Specialist

As Customer Insights Specialist you are responsible for providing insights throughout each step of the customer journey. You define method and approach, propose metrics and KPI’s, collect and analyze data and offer guidance to a wide range of stakeholders including sales, marketing and product management.
You will implement and drive the Barco Wide Customer Journey Council and be the “go to person” for customer data insights.
You are a strong communicator, ready to share insights and best practices throughout the Barco organization, driving increased and consistent customer mindset.

This new role is key to start up, co-build customer centric thinking and acting along the Customer Journey. Your main responsibility is to work closely with the Segment Marketing & Product Management teams to achieve insights in our customer experience. You will be part of the Corporate Marketing Team and report to the VP Corporate Marketing.

Key Responsibilities

Design, install & manage Barco wide CJ program & governance

• Evaluate, (re)define and implement processes, procedures and policies to improve data-gathering efficiency, relevance and research process (e.g. Survey design, ..)
• Serve as the center of excellence for customer insight gathering and the source of truth for customer feedback.
• Identify and implement tools, methodologies and best practices that leverage opportunities to enhance existing knowledge and techniques

Conduct the execution of the customer journey reports and measurement,from survey design and implementation to reporting and analysis, including statistical modelling, trend analysis and key driver identification.

Regularly report on the state of the customer to key internal audiences and senior executives.

• Translate numbers, statistics and data into relevant and compelling conclusions.
• Work hands-on to structure and clean-up data.

Manage third-party providers and partner with internal data teams to enhance analysis and maximize voice-of-the-customer impact

Your Profile

Education:

• Master’s degree or equivalent
• combination of experience and education in fields of business, marketing, mathematics or related fields

Experience:

• 0-15 years of experience in a research firm and/or Customer Journey role is a strong plus
• Domain knowledge on customer journey and research/analytics experience. Experience in a customer-centric business function in similar industries and/or products
• Experience with previous customer journey programs is a strong plus
• Experience working in a matrix organisation.
• Experience in building things from scratch

Competencies:

Skills: a good combination of strong analytical – and communication skills

• Strong acumen in quantitative analytics, data management/structures and structured problem solving
• Project management skills
• Excellent presentation and storytelling skills and ability to influence decision makers
• Entrepreneurial mindset: enthusiastic, committed and business savvy to navigate the potential technical or organizational roadblocks
• Strong coordination skills and stakeholder management
• Technology Savviness CRM, reporting tools, MS Office, ..

Behaviors:

• Collaborative leader
• High level of attention to detail
• Comfortable working in a cross-functional, international and matrix organisation

Knowledge:

• Understand how a marketing organisation operates
• Marketing measurement & reporting