Customer satisfaction intern

Job Description

Industry: Motor Vehicle Manufacturing
Seniority for this role: Internship
We are Iveco Group, home of unique people and brands that power your business and mission to advance a more sustainable society. With a diversified business portfolio, we cover the entire range of commercial and specialty vehicles and a comprehensive powertrain offering. Iveco Group employs more than 36,000 people worldwide and has 20 industrial sites and 31 R&D centres. Overview The Customer Experience (CX) intern is part of the Global Marketing&Customer Care team which has the mission to provide insights and recommendations to improve our different customers’ experiences and make our organization truly customer centric. The main mission of this role is to find out which are the main drivers that lead our customers satisfaction. Under the supervision of the Customer Satisfaction Manager, the intern will be responsible to carry out several analyses around the main customer touchpoints (Moments of Truth) for our different customer profiles. Our already existing set of transactional surveys will be the base to conduct data driven and text analyses. With the help of the CX tool the intern will perform statistics analyses, therefore a good knowledge of correlation and regression is requested as these methodologies will be used to support the main findings. At the end of this project we expect to deliver a global picture of what have to be addressed immediately to fulfill and go beyond our customers’ expectations. Responsibilities Provide help to manage all customer satisfaction measuring initiatives, including campaign launches, configuration of feedback questionnaires and delivery of reports Give support with the use of the Company CX platform and act as reference point to train users Management of transactional surveys already activated on the main Moments of Truth (mainly concentrated on Customer Service touchpoints) Analyze data from different set of sources to provide CX insights to the business Design and implementation of new dashboards, as well as the maintenance of the existing ones, to monitor customer satisfaction trends Skills & Qualifications Self-motivated and self-starter proactively seeks to improve existing activities Ability to analyze and synthesize data and translate into actionable insight Ability to work independently and autonomously Appropriately use statistical and data analysis techniques Excellent communication skills and ability to build relationships across different departments Bachelors or master’s degree in marketing, market research or statistics Excellent English skills both written and oral Show more Show less