Business Analyst (Medallia)

Edenred is a pioneer, a tech leader and the everyday companion for people at work across the world.
Our 12,000 employees are committed to making the world of work a better place for all, one that is safer, more efficient and more user-friendly. At Edenred, our passion for customers, respect, imagination, simplicity and entrepreneurial spirit are our values. For anyone who needs to vibe in their professional life, we are the best place for you to work and grow.
The Edenred Digital Center (EDC) in Bucharest, Romania is Edenred Group's largest Digital hub for strategic #tech projects.

-You have a first experience as a Business Analyst (2+ years)
-You have a basic knowledge of SaaS platforms and a first experience in SaaS implementation projects
-You have an analytical mindset
-You have the ability to work with multiple stakeholders from different geographies
-You have delivered initiatives that required problem-solving skills, project, and stakeholder management
-You are proactive, rigorous, and have a strong attention to detail
-You can communicate clearly and make complex ideas understandable
-You have a strong interest in developing your knowledge and technical skills around customer experience management tools
-Good written and verbal communication skills in English
-Knowledge of XM platforms especially Medallia is a plus
-Basic knowledge of and willingness to learn common web technologies e.g. Javascript, HTML, XML, CSS, APIs

Context/ ROLE:
Passion for Customers is one of Edenred's 5 corporate values. Based on a first successful proof of concept of the Net Promoter Score (NPS) measurement carried out in 4 countries, the group decided to launch a vast transformation program aimed at strengthening this key value in 2019. Today, the program is live in about 35 countries in different capacities and has enabled a more customer centered cultural transformation across the group.
You will be part of a dedicated central team and will work closely with country teams and other central departments to deploy and maintain the entire NPS program.

Responsibilities:
You will play the role of a consultant working with all the BU s live on the program, to ensure they are successful and provide a best-in-class Customer Experience to their customers.

Main missions will be the following:

Country management (in “Run” mode): 80% of the time
-Manage relationships and work hand in hand with countries: advice on platform capabilities, resolution of technical/system-related issues & inquiries, assistance with quality assurance, analysis of large datasets, etc.
-Enhance platform capabilities and features
-Provide broader support and guidance to countries on NPS/customer experience best practices, share experiences of other countries participating in the program, etc., and thereby build strong country relationships.

Implementation of the SaaS platform (in “Build” mode): 20% of the time:
-Work with team members to perform program implementations and improvements.
-Participate in the design, configuration, and in implementation review processes.
-Use software knowledge to set up surveys and reports, integrate Medallia with other tools (eg: Salesforce).

Stakeholder management:
-Work with our different business units to understand their requirements and issues
-Work in tandem with Medallia consultants to implement feature enhancements & solve issues for our business units
-Work with our IT teams to set up platform integrations, data imports/exports, etc

Other responsibilities:
-Contribute to the design and deployment of other NPS program components such as: CX KPIs/Dashboards/Targets, knowledge sharing and documentation, etc
-Analytics on customer feedback and operational data, in collaboration with country and Group teams,

Joining us means:

-Taking part in an ambitious corporate project
-Becoming part of a team that embraced the digitalization challenge and enjoys this transformation every day
-Living our values every day: passions for customers, respect, imagination, simplicity, entrepreneurial spirit.

Because:

-You will greatly contribute to build the project that will improve the customers’ experience on an international level
-You will get exposure to various global cultures and teams
-You will be working with the newest technologies to build a new platform from scratch
-We offer you a very pleasant working environment, in the heart of Bucharest
-We also have for you: meal tickets, holiday vouchers, health subscription, flexible hours, work from home, flexible benefits system, onthe-job training & e-learning platforms.

And we do not stop here!