Customer Experience Specialist

POSITION SUMMARY

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A day in the life of...

Act as a connector for value, brigde operation and account management. Responsible for ensuring that customer feedback is effectively collected, analyzed, and acted upon to enhance the overall customer experience. This role involves translating partner needs into actionable improvements, fostering long-term partnerships, and supporting the growth of IBS brand. Drive local customer satisfaction, loyalty, and advocacy aligned with global standards.

Customer Experience Measurement

• Monitor Experience Metrics: Track and report on customer experience using industry-standard indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and tailored metrics like Partner Maturity Reviews (PMRs).
• Trend Analysis & Reporting: Conduct monthly analysis of customer experience trends and deliver actionable insights to the local SE Lead to inform decision-making and continuous improvement.
• Translate Feedback into Action: Convert qualitative and quantitative feedback into clear, traceable improvement actions, ensuring follow-through and visibility across relevant teams.
• Ensure customer representativity: Select respondents based on local service line distribution. Regularly review and adjust respondent lists to maintain representativity in local scores.

Governance, Communication & Resolution Enablement

• Structured Governance: Establish (for new transtion scope) and ensure that operational reviews from E2E in the center have clear agendas, action tracking, and follow-up mechanisms to ensure service performance and partner expectations are consistently addressed. (structured governance logs with agenda, escalation path, action log, atendancy)
• Facilitate Cross-Team Communication: Lead structured dialogues across functions to align on partner feedback, clarify responsibilities, and drive ownership of service improvements. (e.g. NBS ManCom Presentation on results and follow ups)
• Support account management: Collect, consolidate, and present service quality insights (e.g., NPS, SQS, CES, escalation trends) for executive business reviews and strategic discussions.

What will make you successful

• Can join the team ASAP
• Amenable to any shift
• Knowledge in SAP and MS Applications an advantage
• Dynamic and adaptable to change
• Excellent analytical skills
• Good interpersonal skills
• Proactive and results-focused
• Able to work efficiently with minimal supervision
• Demonstrated leadership experience in driving Customer Satisfaction within the shared services industry.
• Proven track record of effectively managing multiple stakeholders and overseeing diverse projects simultaneously.
• Strong understanding of the FMCG industry, with prior experience in key business processes such as Order to Cash, Source to Pay, and HR Services.
• Exceptional communication skills, capable of engaging and influencing stakeholders at all organizational levels.
• Proficient in data intelligence and analytics, leveraging data-driven insights to enhance decision-making and improve service quality.