![]() ![]() Creating the business case and advising and facilitating the business case process.Defining use cases, considering feasibility and effectiveness, and providing arguments regarding process quality and effectiveness concerning the customer (privacy) journey, as well as translating use cases into epics.Providing support in developing the vision for personalization and the role of data (privacy) and data management in advancing it.Responsible for providing the appropriate (management) information to support the customer data & tooling managers, customer journey managers, and epic owners in making (complex) decisions.You will also be responsible for supporting KLM’s Data Privacy governance in the customer domain. This involves close collaboration with the (Delegated) Internal Data Controller, KLM's Privacy Office, and Data Processing Owners, as well as working closely with privacy coordinators for data processing. Within the Customer Data, IT & Tooling team, the data controllership of KLM's customer data is also entrusted. You will be responsible for developing a service blueprint for data and technology that supports the customer process, establishes the desired customer interaction, and ensures coherence and consistency throughout the customer journey. The Business Analyst, together with the Customer Data & Tooling Manager, serves as the link between the customers and the CX Customer Journey Managers, Business Stakeholders, Digital & IT teams, fostering close collaboration in cross-functional teams to achieve desired solutions. It is essential that the customer is aware of the data we use and has maximum control over it. One prerequisite for developing relationships with our customers is utilizing the data they share with KLM. ![]() We contribute to "Moving your world by creating memorable experiences on the planet we care for." We promote long-term loyalty and recurring customers. This way, from KLM Customer Experience, we foster genuine, personal relationships with our customers. We understand the individual customer's context and needs and can engage with them in real-time. Our "Customer Interaction Ecosystem" ensures that KLM can prioritize the customer's personal needs in marketing, sales, and service interactions in daily operations. Our customers are in constant contact with us, and we with them. Predictive data analytics ensure that KLM can always be relevant in meeting the customer's needs throughout their entire journey with KLM. ![]() They expect their journey to be seamless and tailored to their personal needs.ĭo you want to be the link between the customer and the Customer Experience team, as well as the Tech teams of Digital and IT? Do you have relevant experience in the domain of Data & Technology? Then read on! What will you do? Using data and feedback management systems, we identify what is personally important to the customer. They are always in control, constantly seeking unique experiences, and desiring recognition, acknowledgment, and sincerity. In a rapidly changing world, KLM's customers have become more demanding. Customer Experience is more than data and algorithms. ![]()
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