Expert Customer Insights (m/f/d)

Company Description

METRO is a leading international food wholesaler which specialises in serving the needs of hotels, restaurants, and caterers (HoReCa) as well as independent merchants (Traders). Around the world, METRO has approx. 15 million customers who benefit from the wholesale company's unique multichannel mix: customers can purchase their goods in one of the large stores in their area as well as by delivery (Food Service Distribution, FSD) - all digitally supported and connected. In parallel, METRO MARKETS is being developed as an international online marketplace for the needs of professional customers which has been growing and expanding continuously since 2019. Acting sustainably is one of the company principles of METRO which has been listed in various sustainability indices and rankings, including MSCI, Sustainalytics and CDP. METRO operates in more than 30 countries and employs over 85,000 people worldwide. In financial year 2023/24, METRO generated sales of €31 billion.

At METRO, we have set ourselves ambitious goals with our "sCore" growth strategy which is closely accompanied by our Fundamentals. These shared values provide us with rules of conduct that are binding for everyone at METRO, in all countries and companies. Our commitment to wholesale is at the forefront of our mission, and we are constantly striving to improve. With our ONE METRO spirit, everyone stands together, bringing curiosity, determination, courage, drive, commitment, and trust. Find out more about METRO at careers.metroag.de.

Job Description

The Customer Insight Expert is responsible for measuring, designing, implementing, and optimizing customer-centric strategies to enhance the overall customer journey and satisfaction. This role focuses on measuring, understanding the end-to-end customer experience and identifying opportunities to create meaningful interactions that drive engagement, loyalty, and business growth.

• Design and manage the Voice of the Customer program, ensuring accurate NPS/CSAT measurement, analysis, and actionable insights using Qualtrics and integrated systems.
• Collaborate across platforms, departments, and country teams to align customer experience initiatives with business objectives and deliver a unified customer journey.
• Support regional and country teams with expertise, training, and guidance to implement and adapt customer satisfaction programs to local market needs.
• Develop dashboards and reports to track customer experience KPIs, analyze trends, and recommend corrective actions for continuous improvement.
• Promote customer-centric practices through workshops, communication, and embedding feedback-driven improvements into organizational processes.

Qualifications

• Proven experience managing and optimizing NPS and CSAT programs.
• Demonstrated experience mapping customer journeys and implementing improvements.
• Strong background in analyzing customer data and translating insights into actionable strategies.
• Experience leading cross-functional projects aimed at enhancing customer satisfaction and loyalty.
• Experience engaging with stakeholders at various levels to align on customer experience goals and initiatives.
• Experience supporting country or regional teams with customer experience strategies tailored to local markets.
• Involvement in continuous improvement projects that enhanced customer experience.
• Experience facilitating change within an organization to embed customer-centric practices.

Additional Information

Benefits and Agreements of the entity of the contract apply.