- Monitorare l'andamento dell'NPS sia a livello relazionale che transazionale (dopo specifici momenti d'interazione fra Sky e il cliente - es. post chiamata al call center);
- Supporto redazione e flusso questionari;
- Leggere e categorizzare la VoC (Voice of the Customer): tutti i commenti aperti (verbatim) che i clienti lasciano nei confronti di Sky con l'obiettivo di identificare i fenomeni principali che guidano la soddisfazione dei clienti;
- Utilizzare strumenti di text-mining per individuare trend rilevanti della VoC;
- Supporto nella creazione di report ad hoc su NPS;
- Supporto nella redazione di presentazioni per il top management.
- Laurea in Economia, Marketing, Statistica o Matematica;
- Ottima conoscenza del pacchetto Office (in particolare Excel e Powerpoint);
- Ottima conoscenza di tool di data visualization (in particolare Tableau)
- Ottima conoscenza della lingua inglese;
- Ottima conoscenza di Sky;
- Attenzione ai dettagli e senso di iniziativa.
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STAGE - Customer Experience Analysis - Milan, Italia - Sky Group
Descrizione
Sky Italia, per la sua sede di Milano, cerca una risorsa da inserire in stage all'interno della direzione Data & Strategic Insight. Il rapporto di stage ha la finalità di consentire allo studente un'esperienza teorica e pratica nell'ambito Customer Experience a supporto della struttura di Analisi e Insight con l'obiettivo primario di monitorare l'NPS, l'indicatore che misura la customer experience dei clienti durante il loro ciclo di vita, per individuare aree di miglioramento relative all'intero universo Sky.Lo stage prevede le seguenti principali attività:
LAVORO:IBRIDO
SEDE:MILANO
Utenti della professione STAGE - Customer Experience Analysis a Milan
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Gabriel Shimizu Bassi
Neuro-Immunologist