About this role
Netherlands.
This team is in charge of Commercial Excellence, Customer Experience & Continuous improvement.
Regarding Customer Experience, the team is responsible for the transversal Experience throughout all
customer touchpoints of “Industrial Merchant”, be it through contacts with people in various teams
such as Customer Services, Sales, Dispatch or Maintenance engineers; as well as contacts through
digitized touchpoints such as our e-invoice, our Customer & Partner portal and its mobile application.
Our mission is to improve customer satisfaction & customer experience of all interactions, creating
2
awareness in the company for the customer perspective, targeting & executing improvement projects
making room for more personalized and higher value added interactions leading to customer
intimacy.
How will you CONTRIBUTE and GROW?
The mission of the CX officer is to lead & participate in several internal & transversal projects, in the
spirit of improving the customer experience of our customers. This will be done with the following
objectives:
● Design an internal KPI & Dashboard that will help us to measure CX from within the
organisation in order to predict NPS & Churn.
● Follow-up on existing KPI’s and Dashboard and provide a reporting to management. In case
the KPI is not meeting the target, additional investigation & process review is expected to
come up with improvements.
● Providing support on all projects related to survey sendings & close-the-loop during the year.
● Participate in and lead internal & transversal projects, in order to deliver them on time/on
budget/with the expected quality & outcome
○ Formalizes the necessary project documentation (Scope, planning, budget,...)
○ Coordinates the work of the project team members
○ Organizes regular project steering committees to validate Gate passages and
communicates project progress to the various stakeholders
○ Follow–up of management of change
Why Join Us?
You will be able to learn more about Customer Experience and all aspects related to it within a company.
You will be driven by customer feedback, collaborating with multiple stakeholders in order to find ways to
improve the customer journey. You will be challenged to participate and lead projects with
multidisciplinary teams, located in different countries.
Are you a MATCH?
Education:
● Business school background
Soft and Hard Skills:
● Team Spirit
● Autonomous
● Entrepreneurial spirit
● Result oriented
● Analytical
● Structured and organized
● Curious
● Good communication skills
● Strong in project management
● Influencing skills
● Very comfortable with data and IT systems (excel, google sheets, powerBI..)
Languages:
● English fluency is Must have
● Additional languages are Nice to have French, Dutch
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
Other facts
About Air Liquide
Air Liquide is a world leader in gases, technologies and services for industry and healthcare. Present in 72 countries with 67,800 employees, the Group serves more than 4 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the Group’s activities since its creation in 1902.
Taking action today while preparing the future is at the heart of Air Liquide’s strategy. With ADVANCE, its strategic plan for 2025, Air Liquide is targeting a global performance, combining financial and extra-financial dimensions. Positioned on new markets, the Group benefits from major assets such as its business model combining resilience and strength, its ability to innovate and its technological expertise. The Group develops solutions contributing to climate and the energy transition—particularly with hydrogen—and takes action to progress in areas of healthcare, digital and high technologies.
Air Liquide’s revenue amounted to more than 27.5 billion euros in 2023. Air Liquide is listed on the Euronext Paris stock exchange (compartment A) and belongs to the CAC 40, CAC 40 ESG, EURO STOXX 50, FTSE4Good and DJSI Europe indexes.
What you'll do
- The Junior Customer Experience Officer will lead and participate in various internal projects aimed at improving customer experience. Responsibilities include designing KPIs and dashboards, following up on existing metrics, and coordinating project teams.
Ready to join Air Liquide?
Take the next step in your career journey