Digital Analyst

Context of the mission

• The Multi-Channel Digital Analyst/Manager will monitor and analyze the digital channel. Execute the digital transformation initiatives impacting the Retail processes.
• His/her main responsibilities cover the digital transformation and the business improvements of the operational departments within Retail with a focus on creating value and improving the digital customer experience.
• He/she will provide strategic digital orientation to create a coherent digital customer experience across all operational departments within Retail (CXC, Billing & Collections, Energy Services,…) acts as a coach towards the other team/squad members ensuring quality, continuity and operational excellence.
• He/She will work in the (W)e-Care squad and related scrums

List of Activities

• By pushing the right digital communications towards the selected customer segments (paperless communications, Ebill, … )
• By identifying the non-value added contacts and shifting them to self-service and thereby identifying and creating new self-serve functionalities.
• By defining, together with the first line manager, an incentive program for the first line Customer Care partners in order to create awareness and convert contacts to digital
• Set up dashboard to monitor the channels so that the right actions can be taken
• Profiling the digital Luminus customer
• Analysis of impact of introduction of new functionalities/changes
• Monitor of campaigns/actions/market changes to push My Luminus/Digital channels
• Explore other opportunities to increase the digital journey
• Review the website content to optimize the digital customer experience
• Optimizing the online User Experience and increasing the online first time right to offer customers an effortless digital experience and a mobile first self-service platform
• Balancing the right human interaction and the right digital experience to offer customers a convenient and personalized self-service platform.

Localization
Flexibility is required: +/- 2day/week on location where the most of the team (squad/scrum) members will be present (mainly Hasselt and Brussels, exceptionally Liège)

Language requirement(s)
Languages Speaking Reading Writing
Dutch 2 2 2
French 2 2 2
English 2 2 2
1 = Basic – 2 = Good – 3 = Fluent

Personal Skills (soft skills)

• Quick learner
• Analytic
• Methodical
• Client oriented
• Open minded
• Strong communication and convincing
• Strong Digital Affinity
• Hands-on mentality

Mandatory Skills (technical/functional)

• As the Digital SPOC within the operational teams of Retail he must be able to talk, guide and convince other teams/stakeholder in order to carry out the improvements/changes.
• Strong ability to work in an operational environment with a strong focus on customer centricity
• Being able to design, map-out and integrate digital strategic solutions, with the best User Experience (UX) and with the standards on the web. (hands-on mentality