Customer Experience Specialist (Project Coordinator) Ref. No: 8278

Lufthansa is the largest airline in Germany and one of the leading airlines in the world.

As the Lufthansa Group Business Services’ employee you will become part of the organization that supports the aviation business. Our teams handle accounting, look after our customers' employees, run procurement processes and take care of IT applications. Everything contributes to a great travel experience for Lufthansa Group customers.

Region: Kraków, małopolskie

Requirements:

• Proven project experience (project management or project support)
• Knowledge and practical experience of creation, conducting and analysis of Customer Satisfaction Surveys will be an asset
• Practical knowledge of analytical tools: Excel, Access, eForms
• Basic knowledge and practical experience in JavaScript and HTML
• Knowledge of visualization tools: Power Point, Canva, Tableau/Power BI will be an asset
• Fluent English language
• Strong time management and organizational skills
• Analytical and conceptual mindset
• Customer orientation
• Excellent communication skills in intercultural environment
• Pro-activeness, improvements driver
• Willingness to participate in the projects

Responsibilities:

Customer Experience Specialist (Project Coordinator) is a part of a global Knowledge Management & Customer Experience team.

• Defining and implementing operational excellence program in the area of customer experience and customer relations
• Supporting projects related to customer experience and customer relations (e.g. customer satisfaction surveys project)
• Defining optimal interfaces between Global Service Delivery Center and its customers and defining roles and responsibilities for those
• Analysing and processing data, drawing data-based conclusions
• Establishing effective information exchange and governance models
• Prioritizing project activities, maintaining project documentation, verifying project steps
• Implementing tools to track customers feedback and assuring process of learning from collected information
• Ensuring excellence of the tools related to customer relations management
• Defining and implementing skills needed on various levels to successfully collaborate with customers

We offer:

• Hybrid working model 
• Opportunity to work from each part of Poland during remote work
• Flexible working time
• New branded and modern office: 200 adjustable desks, several types of meeting rooms, bike amenities, lounge rooms and chill out spaces, cozy kitchens and excellent public transport in a walking distance
• Continuous improvement environment
• Supportive & friendly working atmosphere - we work towards a joint success