Customer Experience Analyst
 
Location Hoofddorp
Company entity TNT Express - TNT Express Divisional Head Office
 
Job description
TNT Express is in the process of changing its KPI (Key Performance Indicator) methodology from being internally focused on functional areas to measurements covering the whole end-to-end process with special attention to the experience of our customers.



Within this new and challenging environment we are looking for analysts, who can help us –working in a team- to identify the gaps in our customer focus especially between the functional areas, to find solutions while working together with functional experts and to propose improvement opportunities.



Key activities of the Customer Experience Analyst will be:

To analyse data from various functional datamarts to accommodate root cause analysis of performance gaps in KPI results. At a later stage to assist other functional areas and business regions to perform their own root cause analysis, crate action plans and to identify the costs of poor quality of not achieving the required performance levels.
 
Preferred profile

  • HBO or University level of thinking.

  • Excellent understanding of relational databases and spreadsheet programs like Access, FoxPro, Excel and Visual Basics for Applications.

  • Good working knowledge of data warehousing, datamarts and business intelligence tools for IBM Cognos, Metric Studio, PowerPlay or Impromptu or similar applications.

  • Excellent understanding of link between data and information and to be able to analyse process and performance trends, do gap analysis and to crate proposals for improvement programs.

  • To be able to translate technical analysis into a business context for TNT colleagues at different levels within the organization.

  • To be fluent in English both verbally and in writing. Knowledge of other languages is considered to be a positive.

  • Being able to work within teams and independently.
 
What do we offer?

  • A challenging position in an international and dynamic working environment with development/career opportunities

  • Independent position with responsibilities.

  • Benchmarked based salary and attractive benefits which includes, premium free pension, collective accident insurance, a contribution towards life-course saving, profit sharing, travel expenses etc.
 
Placement in the organisation
Across the world, around the clock, TNT delivers millions of parcels, documents and freight shipments to customers in more than 200 countries. The base of our success and leadership position in our industry depends largely on the engagement of TNT’s 161,500 employees. We aspire to instill pride in them. At TNT we believe social responsibility to be an integral part of the way we do business; we have formed a partnership with the World Food Programme of the United Nations to fight hunger in the world and we are working hard to reduce our CO2 footprint.
 
Interested?
Rachida Ait Rian/ Emma Hamilton

Recruitment TNT GHO / DHO Express

T: +31 (0)20 500 8679/ +31 (0)20 500 3528
 
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