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# CUSTOMER EXPERIENCE & QUALITY LEAD M/V/X

- **Company:** Michael Page
- **Location:** Belgium
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Power BI, Tools for Reporting
- **Published:** July 22, 2026
- **Apply:** https://www.actiris.brussels/fr/citoyens/detail-offre-d-emploi/?reference=5906463

## About the Role

* Bachelor's or master's degree, or equivalent professional experience.
 * 3-5 years of experience in Customer Experience, Service Quality, Operational Excellence, Business Analysis or a related field.
 * Strong analytical mindset with the ability to interpret complex data, identify trends and transform insights into actionable recommendations.
 * Advanced proficiency in Excel, Power BI and reporting tools.
 * Excellent communication and stakeholder management skills, with the ability to work effectively in a multicultural environment.
 * Able to work autonomously in a cross-functional environment.
 * Fluent in English and French or Dutch; additional European languages are considered an asset.
 * Flexible to travel across Europe (approximately 20%).

Compétences linguistiques

 * Français (atout)
 + Comprendre : Expérimenté - (C1)
 + Écrire : Expérimenté - (C1)
 + Lire : Expérimenté - (C1)
 + Parler : Expérimenté - (C1)

## Description

* Monitor and assess customer interactions and service quality performance to identify trends, gaps and opportunities for improvement.
 * Design, coordinate and manage customer experience assessment programs, including quality audits and mystery shopping initiatives across multiple countries.
 * Analyze customer feedback, operational performance metrics and quality data to support informed decision-making.
 * Map and evaluate customer journeys across channels, identifying friction points and recommending practical improvement actions.
 * Collaborate with operational and regional stakeholders to support the implementation of service quality and customer experience initiatives.
 * Prepare insightful reports, dashboards and presentations for leadership teams, translating data into clear business recommendations.


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