Quality & Feedback Specialist (M/F)
Foyer Global Health is the international health insurance brand of Foyer Group, Luxembourg’s leading insurance company. We provide first-class health coverage to globally mobile individuals and are part of a growing, innovative environment with a strong international focus.
Goal:
The overall goal of this role is to support customer insight gathering and bringing the voice of the customer alive for the organization using a data-driven approach. The Quality & Feedback Specialist works closely with the Head of various departments in defining and executing initiatives that provide data and analysis to support the development of customer journeys, illuminating opportunities for engagement and delivering deep customer value when it matters most.
The analysis of external data is sustained by internal operational data made available by fellow team members with whom the Quality & Feedback Specialist maintains a close cooperation. This position reports to the Senior Quality Manager.
Responsibilities:
Bring the voice of the customer to the business leaders in a way that has a direct and immediate impact on the business.
Identify relevant quantitative data to answer key business questions, and leverage data and feedback to identify opportunities to improve or expand the customer experience.
Investigate and determine root causes of customer experience “pain points” and problem solve with other appropriate teams to mitigate adverse impact.
Ensure that the process owner takes responsibility for resolving the case by following the complaint handling process.
Document and Follow up all reported complaints.
Build and execute creative market research methodologies to support business objectives across Operations, including customer experience, product, clinical, and customer service.
Maintain a strong understanding of results and recommend areas for optimization.
Develop presentations to share findings of customer experience research according to priorities; ensuring presentations of results are suitable for multiple audiences.
Gather insights via case sampling and other qualitative methods, in order to identify trends and opportunities for our Operations service teams.
Challenge all processes, procedures, and practices and identify creative solutions to improve quality through efficiency, risk reduction, and improvement of client satisfaction.
Participate in key clients/brokers meetings as requested by Management.
Profile:
Bachelor’s Degree in related field such as Marketing, Economics, Communication.
3+ years of related experience.
Knowledge of customer experience discipline & tools, ideally within the insurance industry.
Experience with NPS (Net Promoter Score) methodology and practical applications.
Experience with qualitative and quantitative research methods, including sampling, questionnaire development, and qualitative research.
Ability to analyse and synthesize structured and unstructured data to form new conclusions and actionable insights based on the findings.
Ability to identify root causes to drive continuous process improvement.
Strong communication, influencing and presentation skills; ability to succinctly articulate concepts and ideas in a simple fashion and interact effectively with individuals and groups inside and outside the company.
Delivery-oriented individual that demonstrates a willingness to take ownership to drive execution.
Demonstrated ability to manage multiple projects and priorities.
Team oriented, collaborative, and willing to advocate and articulate her/his opinion while maintaining flexibility to incorporate others point of views.
Comfortable working within fast moving and changing organizations; able to prioritize tasks based on business needs.
Proficient in Microsoft Office.
Flawless English. German and/or French are a plus.
We offer:
A multicultural, learning and innovative work environment,
Flexible working hours,
The benefits of a large group with the flexibility of an SME.
The possibility of homeworking
A company restaurant at preferential rates,
A gym with a trainer,
Hospitalization and group insurance
Concierge service
