Customer Journey Analyst (m/w/d)

Profil der Bewerberin/des Bewerbers

• You have a master’s degree in business / economics / engineering or equivalent due to experience, and a passion for marketing;
• You have an analytical and synthetic mind, you are able to consolidate pieces of information and transpose them into insights;
• You take ownership of your projects and tasks, you prioritize your workload to get things done;
• You don’t stop at the first obstacle are are able to adapt your action plan based on internal and external contexts
• You have strong communication skills, you are able to share and argue your opinion with tangible proofs;
• A 1st professional experience, preferably In a marketing environment or any related marketing fields is a plus.
• You are fluent in French and English, both written and spoken. Dutch is a strong plus;

Aktivitäten

The Customer Journey Analyst (m/w/d) will perform the following tasks on our B2C and B2B segments:

• You understand, document and map key customer journeys highlighting our customer moments of truth;
• You identify customers delights and pain points on those customer journeys.
• You proactively define and implement continuous improvements solutions to help strengthen up the customer experience;
• You support online and offline customer success managers in defining and delivering key marketing projects;
• You build business cases or business analysis to contribute to the prioritization of key marketing projects;
• You build a deep knowledge of our different customer needs based on defined segmentation. You leverage that customer knowledge to feed key initiatives you are working on;
• You build a deep knowledge of the energy market (competitors, market data, market dynamics, …) and your transform that knowledge into concrete improvement action points to boost our customer experience;
• You structure your insights into synthetic and impactful reporting that can be shared to c-level;
• You define and prioritize with our IT Teams, the required evolutions in our marketing tools

Kontext & Umgebung

TotalEnergies is the 3rd player on the gas and electricity market in Belgium, providing power and gas to more than 1 million customers on the B2C and B2B markets.

We are looking to hire a Customer Journey Analyst (m/w/d) to join insight office within our customer value proposition team to deliver the best user experience for our current and future customers.

Your challenge will be to take part into the execution of the customer experience strategy while building a strong market and internal knowledge to transpose bottom-up insights into concrete actions. You directly report to the Head of Customer Value Proposition

This is a great opportunity to enter a transforming market and directly have concrete impacts on customers’ everyday life and the energy transition.