Overview
Customer Service Experience Improvement Manager Jobs in Rotterdam, South Holland, Netherlands at JD.COM
Title: Customer Service Experience Improvement Manager
Company: JD.COM
Location: Rotterdam, South Holland, Netherlands
About the Role
We are looking for a Customer Experience Operations Specialist to join JD Logistics International’s Integrated Support team. In this role, you will not be handling frontline customer tickets. Instead, you will act as the voice of the customer and the quality driver across logistics, product, and operations teams. You will use data and customer insights to identify service pain points, establish experience metrics, and drive cross-functional improvements that enhance customer satisfaction and loyalty.
Key Responsibilities
1. Customer Insight & Discovery
- Conduct qualitative and quantitative customer research (surveys, interviews, journey tracking) to uncover pain points and unmet needs.
- Collect, structure, and socialize Voice of the Customer (VoC) insights to influence business and process improvements.
2. Quality Improvement & Service Design
- Map end-to-end customer journeys for key scenarios (e.g., international shipping, customs clearance, returns).
- Develop actionable experience improvement plans and drive their execution across teams.
- Benchmark against competitors and industry best practices to identify differentiation opportunities and elevate service standards.
3. Experience Monitoring & Alerting
- Define a customer experience metric framework (e.g., CSAT, NPS, issue escalation rate, anomaly frequency).
- Build daily, monthly, and event-based monitoring dashboards to detect experience risks early.
- Partner with product and data teams to digitalize monitoring processes and improve alerting speed.
4. Data Analysis & Visualization
- Clean, validate, and analyze operational and behavioral data to identify experience anomalies and root causes.
- Build and maintain data models, funnels, and dashboards (e.g., Tableau, Power BI, or internal tools) to track experience performance.
- Translate analysis into clear, actionable recommendations for product, design, and operations teams.
Requirements
Education
- Bachelor’s degree or above, preferably in Psychology, Statistics, Computer Science, Marketing or related fields.
Experience
- 5+ years of experience in customer experience analysis, user research, or operations analytics.
- Proven experience leading user experience improvement projects and collaborating across teams (product, logistics, operations, etc.).
- Hands-on experience designing experience metrics, applying analytical frameworks, and developing methodologies that can be scaled to other business lines.
Industry Knowledge
- Deep understanding of customer experience benchmarks in e-commerce and/or logistics.
- Experience conducting competitor experience analysis and producing actionable differentiation strategies.
Technical & Analytical Skills
- Proficiency in statistical analysis tools (e.g., Excel advanced, SQL, Python/R is a plus) to process user behavior data and identify pain points/opportunities.
- Ability to design and execute customer surveys and research to quantify experience issues.
- Experience building user personas, funnel models, and visual dashboards.
- Capability to translate analytical findings into execution-ready improvement plans, and drive alignment with product, design, and operations teams.
