Overview

In 2024, we are pursuing our ambitions to continue to enable organizations' digital transformation. We are looking for our new Customer Experience Data Analyst / Customer Experience Survey Administrator (Fluent french and english) to join Axway's family. Are you ready? Join us now!!

Together we can. Together we will. Axway is an enterprise integration company that's been around for over 20 years to digitally transform businesses of all sizes with more than 11,000 customers in 100 countries. Axway revitalizes IT infrastructures to enable brilliant digital customer experiences to unlock new business innovation and capabilities. Axway puts companies on a secure, future-proof path for growth.

With Axway, you'll go far because we're better together. You'll exchange ideas with a culturally rich global community of over 1,550 members who connect remotely or show up onsite in every time zone on the planet. And you'll have the support and camaraderie of your Axway leadership and colleagues to remind you that you're not alone on your journey and have taken one more step forward every day. Together we can accomplish anything. 

We are seeking a highly customer-centric and detail-oriented individual to join our Customer Experience Team as a Customer Experience Survey Administrator. In this role, you will be responsible for designing, administering, and analyzing customer surveys to gather valuable insights and feedback. You will play an important role in understanding the voice of the customer and driving continuous improvement initiatives. The ideal candidate will have experience with a survey administration tool Qualtrics and will be proficient in working with Salesforce. Automation is a key focus, and the candidate should be proactive in identifying opportunities to streamline processes. 

Responsibilities:

Survey Administration and Data Analysis: 

• Create and manage customer & partner surveys using Qualtrics to collect meaningful feedback and insights.
• Collaborate with cross-functional teams to ensure surveys align with business objectives and customer experience goals.
• Analyze survey data to identify trends, opportunities, and areas for improvement.
• Assist in preparing and presenting reports that highlight key findings and actionable insights to the stakeholders. 

Closing the Loop: 

• Engage with survey respondents to close the feedback loop, addressing concerns, and ensuring a positive customer experience.
• Work closely with relevant teams to implement improvements based on customer feedback. 

Salesforce Integration, Automation and Process Improvement: 

• Work closely with the IT/Ops teams to optimize Salesforce/Power BI for gathering customer data and integrating survey results for a comprehensive view of customer interactions.
• Identify opportunities for automation in survey administration, data collection, analysis and feedback sharing processes.
• Implement and optimize automated workflows to increase efficiency and reduce manual efforts. 

Qualifications:

• Bachelor’s degree in a relevant field (Business, Marketing, or similar)
•  5 years+ experience in administering customer surveys, with a focus on the Qualtrics platform.
• Proficiency in Salesforce and experience with customer data management.
• Strong analytical skills with the ability to derive insights from survey data.
• Excellent communication and interpersonal skills to effectively engage with survey respondents and collaborate with cross-functional teams.
• Proactive mindset with a focus on process automation and continuous improvement.
• Ability to work independently and manage multiple projects simultaneously.
• Fluent in English and French.

If you are passionate about customer experience, data-driven decision-making, and automation, we encourage you to apply for this exciting opportunity to make a meaningful impact on our customer satisfaction and business success. 

*Poste ouvert aux personnes en situation d'handicap.