• Digital Tool Inventory:

  • Conduct a comprehensive audit of the digital tools currently used by Customer Service teams across all Air Liquide affiliates.
  • Document the functionalities, usage, and effectiveness of each tool.
  • Identify gaps and opportunities for standardization and optimization based on business processes.

• KPI Identification and Analysis:

• Collaborate with Customer Service teams to identify key performance indicators (KPIs) relevant to customer satisfaction and operational efficiency.
• Propose evolution on current core data model to support KPIs
• Analyze existing data sources and methodologies for KPI tracking to ensure alignment with core data model.
• Benchmark industry best practices for customer service KPIs.

• Dashboard Development and Implementation:

  • Design with data visualisation tools (eg. power Bi…) and develop with the help of D&IT team (GDO) interactive dashboards to visualise and track actionable key customer service KPIs
  • Ensure data accuracy and consistency across all dashboards.
  • Support the distribution and training of the dashboards to the teams.

• Digital Roadmap Support:

  • Assist in the development and implementation of the Customer Care digital roadmap.
  • Support the deployment of new digital tools and processes and ensure proper documentation.
  • Provide support for change management and training initiatives.
  • Track the progress of the digital roadmap, and provide updates to the customer care director and to the digital board (4x/year)

• Data Analysis and Reporting:

  • Analyze customer service data to identify trends, patterns, and areas for improvement.
  • Generate regular reports and presentations to communicate findings and recommendations.

• Currently enrolled in or recently graduated from a Bachelor's or Master's degree program in Business Administration, Information Technology, Data Science, or a related field.  
• Strong interest in digital transformation and customer experience.
• Excellent analytical and problem-solving skills.
• Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau, Google Data Studio).
• Strong communication and interpersonal skills.
• Ability to work independently and collaboratively in a global team environment.
• Fluency in English (additional languages are a plus).
• Knowledge of CRM systems is a plus.

Skills:

• Data Analysis/ Data Visualization
• Project Management
• Communication
• Problem Solving
• Digital Literacy