Customer Experience Program Coordinator

As our Customer Experience Program Coordinator, you’ll work globally across 46 countries and 3 Business Units, ensuring the smooth execution of customer experience measurement programs (like rNPS and tNPS). You will manage program processes, collaborate with diverse internal and external teams, and maintain high standards in data governance and reporting. You’ll also play a significant role in transforming customer feedback into actionable insights to help drive improvements and deliver value.

• Coordinate CX programs: Plan and oversee the preparation, validation, and launch of the global CX measurement programs, including survey creation, data management, and quality checks. Advice on improvements to the head of the department.
• Collaborate across teams: Work closely with the countries, business units, internal teams (IT, digital, marketing, sales, etc.), and external suppliers to ensure the implementation and ongoing management of programs.
• Turn data into action: Maintain data quality and compliance, manage dashboards (e.g., Qualtrics), and collaborate in the creation of insights reports to support decision-making.
• Be a Knowledge Hub: Provide training and guidance to country teams and suppliers on program processes and best practices.
• Stay Organized: Ensure accurate documentation and adherence to internal standards and regulatory requirements.

• 2+ years working experience in a similar position
• Familiarity with CRM systems and integrations
• Bachelor’s degree in a relevant field such as Market Research, Customer Experience, Business Administration, or similar disciplines
• Advanced degree (e.g., Master’s) in a related discipline or Certification in Customer Experience Management (e.g. CCXP) will be an advantage
• Managing or supporting large-scale programs across multiple teams or regions
• Collaboration and relationship management across cultures and departments
• Clear, effective communication (written and verbal)
• Strong time-management skills, capable of juggling multiple tasks effectively
• Strong problem-solving and analytical skills
• Adaptability and time management to handle evolving priorities
• Growth mindset
• Project management and prioritization
• Ability to use Excel/Tableau/SPSS to analyze data and create visuals
• Experience with Qualtrics or similar CX platforms is highly desirable.

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident, and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge, and expertise to grow together.

Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way. As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain.

The Adecco Group is proud to be an Equal Opportunity Employer.

Posting date: 17-12-2024