Application Project Manager - Brussels, België - HNM Solutions
Beschrijving
Role:
Application Project Manager
Location:
Brussels, Belgium
Language:
English + (fluent Dutch & good French or fluent French & good Dutch)
Description:
Your key responsibilities are:
Play a major role in the roll-out and overall management of the customer satisfaction monitoring via the Medallia tool:
Develop, implement and manage the overall set-up for the customer satisfaction monitoring
Programming of new surveys in the Medallia tool (including Medallia Digital)
Design (content and format), analyze and control client selection files for new surveys
Conduct the testing of surveys:
define test scenarios & carry out tests (QA/UAT)
Adapt the Medallia set-up to changes in the organization and implement the onboarding of new entities
Design and set-up dashboarding of survey results within the Medallia-tool (from company-level to advisor level)
Challenge the business analyst within the team for technical solutions
Extract conclusions from the gathered data and translate them into recommendations
Analyze the evolution of KPIs/drivers and identify pain points/root causes of customer satisfaction
Carry out statistical analysis (frequency tables, cross-tabulations, linear regression,) in Excel/IBM SPSS
Act as the project interface with relevant parties : IT teams, the software provider, other BNP Paribas (Fortis) departments, commercial teams
Conduct regular meetings to communicate project progress and risks
Develop planning that includes timelines, milestones and deliverables
Answer questions of the teams in the network, other departments regarding the NPS Program and help them proactively to work with the survey results
Required experience / knowledge:
At least 1 to 2 years of relevant experience
Technical experience:
Mandatory:
Project Management skills
MS Office - Excel & Powerpoint advanced skills
Affinity with database management:
understand how different files are structured and what implications the structure can have on subsequent analysis
Good feeling for customer centric language
Preferable:
Data analysis in SPSS or equivalent tools
Programming skills with online research software
Market survey background & knowledge of Medallia, CheckMarket, Qualtrics or other Market Survey tools
Hands-on experience with following IT languages : SQL, VBA, XML
Soft skills:
Quick self-starter, pro-active attitude
Good verbal and written communication skills
Good analytical and synthesis skills
Capacity to interact with various departments & interpersonal skills (stakeholder management)
Autonomy, commitment & perseverance
Team player
Ability to work in a dynamic and multi-cultural environment
You are passionate about data and analytics: you are analytical and constantly looking for an explanation, you are concise & to the point
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Brussels: Reliably commute or planning to relocate before starting work (required)
Experience:
- Project management: 5 years (required)
Language:
- English,Dutch,French (required)
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