Senior CX Operations Specialist
- الدار البيضاء
- دائم
- دوام كامل
- Manage Listening Program Operations (VoC, VoP, VoE):
- Administer and execute survey deployments, feedback routing, and tagging logic across all listening programs.
- Maintain standardized templates, taxonomies, and processes to support consistent and repeatable data capture.
- System & Platform Ownership:
- Configure and maintain VoC platforms such as Qualtrics or Medallia, including survey logic, user permissions, and system health.
- Monitor performance and troubleshoot feedback system workflows across digital and offline channels.
- Data Quality, Tagging, & Governance:
- Ensure all feedback data is clean, properly segmented, and mapped for downstream reporting.
- Maintain naming conventions, segmentation rules, and tagging structure across global feedback touchpoints.
- Business System Integration:
- Work with IT and data teams to integrate feedback into systems like Salesforce, Oracle, or Power BI.
- Conduct data audits and QA to ensure integrity and flow across tools.
- Reporting Support & Insight Distribution:
- Maintain dashboards and operational reporting to support functional teams in accessing relevant insights.
- Support feedback loops by ensuring timely and accurate delivery of recurring reports to stakeholders.
- Internal Collaboration & Enablement:
- Partner with product, UX, support, and marketing teams to align feedback operations to business needs.
- Provide documentation and guidance on survey operations, feedback processes, and tool usage.
- 4–6 years of experience in CX operations, systems administration, business operations, or digital tools support
- Hands-on experience managing listening tools such as Qualtrics, Medallia, or equivalent platforms
- Strong understanding of feedback data governance, standardization, and tagging
- Experience working with system integrations and data flows between platforms (e.g., CRM, ERP, BI tools)
- Proficient in Excel and comfortable supporting reporting and data QA processes
- Excellent attention to detail, organizational skills, and documentation practices
- Strong communication and cross-functional coordination skills
- Business fluency in English at least on C1 level.
- Full Permanent contract
- Social advantage: CNSS, CIMR, Health insurance
- Very good working atmosphere in a team of passionate collaborators
- Work culture where you can make an impact
- Working within an international organization, recognized worldwide in its sector.