Customer Experience & Communication Specialist - Remote

About the Role

We are seeking a passionate Customer Experience & Communication Specialist to join our team at Vattenfall. In this role, you will contribute to a future where our customers are at the center of our operations, and together we accelerate the energy transition. As a Customer Experience & Communication Specialist, you will help elevate customer experiences through clear communication and innovative solutions.

What You'll Do

• Actively improve customer experience by mapping customer journeys and processes, translating them into clear journey maps and process diagrams.
• Analyze customer journeys to identify friction points and necessary improvements to optimize service delivery.
• Implement enhancements in customer communication and information provision, ensuring customers receive relevant information through appropriate channels.
• Conduct small improvement experiments and evaluate them to achieve structural progress.
• Collaborate closely with stakeholders within Vattenfall to implement and secure changes, ensuring transparency in decision-making.

Requirements

• A completed HBO or WO degree with at least three years of experience in customer experience, customer journey mapping, and optimization.
• Strong communication skills in Dutch (minimum B2 level) and the ability to analyze complex customer processes in a structured and goal-oriented manner.
• A strong affinity for customer communication, ensuring information is conveyed clearly and customer-focused.
• A collaborative spirit, thriving in a dynamic environment where building, testing, and improving together is key.
• Curiosity about what customers truly need and a proactive approach to improving customer experiences.

Nice to Have

• Experience in setting up measurement moments for customer effort or satisfaction.
• Ability to signal bottlenecks in processes from the customer's perspective.
• Enthusiasm for setting up small experiments to further enhance customer experience.

What We Offer

• A competitive salary ranging from €4800 to €6070 per month based on your education and relevant work experience.
• 8% holiday pay and a standard year-end bonus of 4.5% of your annual salary.
• Profit-sharing up to 3.5% of your annual salary based on Vattenfall Netherlands' results.
• NS Business card for commuting or travel reimbursement of €0.23 per km, up to a maximum of 50 km one way.
• 25 vacation days, 2.5 vitality days, and 13 ADV days for a 40-hour contract.
• Training budget to support your continuous development.
• A strong team culture with ample room for personal initiative.
• Hybrid working is the norm, promoting a healthy work-life balance.

Join us in making a difference and contributing to a fossil-free future for our customers. We look forward to receiving your application by March 25th, along with your motivation and experience overview.