CX & Service Design Specialist

These are your daily actions

How do customers view the Action brand? How satisfied are they with the stores and the service? How do they experience our website and other online channels? You investigate these and many more issues in order to map and improve the customer journey of the Action customer.

You do research in many ways. For example, you work a lot with our data and UX teams to collect the data. You also link up with external research agencies. And you regularly talk to the customer yourself. You ask the right questions and know how to interpret and analyze data. This way you know how to make this transparent at every step in the journey and you make customer satisfaction measurable.

You share your research analyzes and findings with your stakeholders. You do this through customer journey mapping and clear conclusions. Partly based on your conclusions and vision, the right direction and strategy can be determined. You play a crucial role in laying the data and digital foundation of Action. You get a lot of freedom and immediately a lot of responsibility. This offers you the opportunity to show the potential of CX and yourself. You make CX great within our organization and grow with it. One thing is certain: your work has an impact in nine countries, on millions of customers and on the success of Action!

This will be your team

We surprise tens of millions of fans in Europe every week. Data driven and in agile teams are making the Action brand bigger and bigger. At Marketing and Digital, we are responsible for the marketing and communication strategy and its implementation. We are building more and more digital visibility and interaction. From customer research to the design of our award winning folder in our own Action Studio. And from private labeling to webcare, the app and social media campaigns. Our biggest challenge? One breath, one format, online and in more than 2,000 stores in 10 different countries. Learning new things every day and working together with the nicest colleagues to make our popular brand even more successful, that makes us happy. You too?

Curious about your new colleagues? Nadine and Wouter are happy to work with you! 

This is you

You always think from the customer’s point of view, how they experience things and which choices they do or do not make. You can also easily make contact at different levels. Whether with customers, management, IT or external researchers; you know how to connect, communicate well with everyone and create support. In addition, you work result-oriented and you make customer insights transparent and measurable, both qualitatively and quantitatively. In this new role you will have the opportunity to start initiatives in many areas, but you will also be closely involved in their results.

And further you have:

• HBO level.
• At least three years of experience as a customer experience specialist and experience with customer satisfaction, making both qualitative and quantitative insightful and measurable. 
• Experience with creating customer journey mappings (digital and physical)
• Strong analytical skills
• Good communication skills and experience in stakeholder management to create support at different levels.
• Good command of Dutch and English. Our meetings are in English and you also make and give your presentations in English. But because you work from the head office in Zwaagdijk-Oost, it is also important that you speak Dutch well
• Preferably retail experience.

What we offer

Surprisingly much! From our bustling home base in the Netherlands, you have an impact throughout Europe. The counter now stands at more than 2,000 stores in 10 countries and millions of smiles from our customers. And we have big growth ambitions. For Action and for you. Because our growth means that you can always take new steps. A different position, an interesting innovation project, new skills: as a professional you can develop without limits. And all this in a culture where our shared values ​​are really lived: customer focus, teamwork, simplicity, discipline, cost awareness and respect.

Did you know that with us you can also count on:

• A market-based salary based on a 38-hour working week
• An annual bonus between 5 and 10% based on company and personal performance
• 24 vacation days and the option to buy 5 extra days (based on 38 hours per week) 
• A permanent contract.
• Flexible working hours and the option to work from home for a maximum of 40%, of course in coordination with your team and manager
• 15% staff discount on your purchases at Action 
• A good pension scheme, group health insurance and travel allowance // a lease car or mobility allowance (Zwaagdijk-Oost can be reached without traffic jams, just 30 minutes by car from Amsterdam)