Job reference #6170_8184606

CDI Based in Nanterre

Business Excellence’s mission is to ADP France:

• To support the entire organization in the change projects that impact our customers and all ADP employees


• Simplify, put under control, optimize tools, processes and exchanges


• Develop a cooperation model focused on continuous improvement and customer satisfaction

Mission:

• In this activity, the meaning of your mission is to make ADP a customer-centric company and your main missions will be:


• Measure and improve customer satisfaction


• Set up processes and working methods to reduce the causes of dissatisfaction


• Develop Customer Culture and Continuous Improvement

These actions must contribute to supporting the strategic and financial objectives of the company, developing the customer experience and employee commitment.

Activities:

• Measure customer satisfaction


• Be the France referent of the method and the tool used to calculate the Net Promoter Score (NPS) of our customers


• Set the objectives for improving NPS results in line with the priorities of the Business Excellence business line and the strategic axes France


• Analyze NPS results on a permanent basis and share them with each of the departments concerned in order to build the action plans to be deployed. Follow these action plans very actively to ensure their deployment and success


• Propose and implement the necessary improvements to the methodology of Customer satisfaction measurement tools in coordination with the corporate entities of AdP and their integration with other existing tools. Coordinate the preparation of the campaigns (in connection with the Customer Services and the “Systems” team)


• Put in place processes and working methods to reduce the causes of dissatisfaction of the Clients


• Analyze from all existing sources (NPS, visual management, Customer complaints, CRM) the root causes of customer dissatisfaction using tools of the lean method.


• Propose initiatives and actions to be carried out in active collaboration with the departments concerned to eliminate the causes of dissatisfaction and management of the project as a sponsor


• You will also be in charge of managing some major initiatives (local or international) with high impact to improve customer satisfaction.


• Develop Customer Culture and Continuous Improvement


• Deploy communications and awareness to customer satisfaction on all tools available at AdP


• Define outreach actions to build customer culture skills across the organization


• Support managers in deploying Customer culture to their teams

Attachments:

• You will report to the Director of Business Excellence (member of EXCOM France)


• On the functional area and for reporting, you will be in touch with the VP Experience Client of the group.

The profile sought:

• Bac +5 (engineering or business school) and / or strong field experience


• A confirmed experience:


• Customer satisfaction method management with tangible results


• Lean, continuous improvement

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.