Passionate about digital, data, IoT or AI and willing to join a dynamic and ambitious team on a human scale? 

For more than 15 years, we have been advising companies and administrations and supporting them in the implementation of their transformation projects in Brussels and abroad.   

 To do so, we rely both on technological leverage and on the strength of our DNA based on collective intelligence, agility and entrepreneurial spirit.   

With a presence on five continents and more than 4,000 employees, our goal is to reach more than a €1 billion revenue by 2024. Innovation is at the heart of our development and we are involved in areas linked to the technological changes of major groups, such as Big Data, IoT, Blockchain and Artificial Intelligence.  

 Our values & playfields: 

• Intelligence collective 
• Agility 
• Entrepreneurship /Intrapreneurship 
• Promote diversity/mixity (Support to the Fondation femmes@Numerique...) 
• Commitment (employees, partners, schools, associations...)  
• Respect for human beings and quality of life at work  
• Open-mindedness and inclusiveness   

Together, let’s build Talan’s future.

We are looking for a hands-on project manager, with expertise and or experience in:

• Developing and setting-up survey based customer experience programs and quantitative market research to support the team in the bank wide NPS program.

and/or

• Set-up of a business intelligence infrastructure in the context of customer experience monitoring

    
You will succeed someone who will leave the bank by the end of June 2023. This means that until then, you will work together and he will teach you everything you have to know about the job. You will also be supported by Medallia to provide you with the necessary skills to execute your mission.

You will play a crucial role in the roll-out of the “voice of the customer” monitoring framework. From…

• the technical aspects of setting up the architecture for the monitoring framework to…
• more operational and practical support in developing surveys to capture client feedback on their relation and/or interactions with the bank and…
• deliver valuable insights to the bank by analysing this data and/or linking it with other data from the bank’s data hub.  

Within the team, you coordinate the more technical and practical aspects in the relationship between the software provider Medallia, the IT-tribe and the Advocacy Lab team. You will have regular (daily) contacts with all parties concerned.  
 
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, 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

• Fluent Dutch and/or good French (English not required)
• Master degree or relevant experience in a business intelligence or in a data analysis/management function
• 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