ALTERNANCE - Business Analyst (applied to Customer Experience) (F/H)
Courbevoie, Ile-De-France, FR
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About Worldline Worldline Euronext : WLN is the European leader in the payments and transactional services industry and #4 player worldwide.

With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors.

Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are.

Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment.

In 2019 Worldline generated a proforma revenue of billion euros.

Introduction :

As part of Group QSRC (Quality, Security, Risk & Compliance), you’ll become a valuable member of the Customer Experience team within the Group Quality Team.

Our mission (and passion) is centered around our Customers’ Satisfaction which we measure and govern via a set of Key Performance Indicators.

All as part of the Worldline strategy including its Trust 2025 Program and the Worldline Customer Satisfaction Management framework, both sponsored by the Worldline Executive Committee.

We act as Business Partners to all the Worldline Global Business Lines and to many Group functions across many geographies.

So, you’ll be able to create and nurture a multitude of connections outside of the department whilst joining a small and friendly team of Experts (Customer Experience, Quality, Data).

Your mission, if you accept it :

You’ll get involved in many fields of the Customer Experience discipline, bouncing back and forth from operational to strategic topics.

  • Take end-to-end ownership in creating, deploying, managing and governing all areas of our main Customer Satisfaction surveys.
  • Put your analyst cap on and crunch data (Voice of our Customers) to deliver valuable and rich customer insights that will support business decisions.
  • Collaborate on providing inputs into the reports for our Executive Committee and for many key internal stakeholders.
  • Participate to the presentations of the results and customer insights thus gaining an end-to-end view of the work you contributed to deliver.
  • Support but equally be supported by the Customer Experience Manager.
  • And much more

    Wondering what development opportunities this training could bring to you ?

    You’ll gain knowledge of Customer Satisfaction metrics (NPS, CSAT, CES) and Customer Experience best practices and techniques, learning tips and tricks along the way.

    In a nutshell, it is a unique opportunity to learn (not just the theory but also the reality) about what most companies now recognise as a key differentiator and business growth enabler : Customer Experience.

    How we see it evolve?

    We are on a transformation journey, and we’ve got ambitious plans, so we’d like to see your mission turn into a fixed role within the department.


    A minimum of 6 months, preferably for 1 year. Starting ASAP, preferably in September 2022.

    Location : Paris, La Défense

    Possibility to partially Work From Home

    Who are you ?

  • Higher education diploma (Bac+5 / Master) in a business school
  • You demonstrate analytical skills with Excel, BI . You have an appetite for data but mostly for making the data talk .
  • You have a natural empathy for customers and understand that everything starts with them. You see customer pain points as opportunities to improve and want to act on it.
  • You have an investigative mindset paired with great listening skills. When looking at the as is , you challenge the status quo in a collaborative manner.
  • You want to conduct changes in a large organisation through your influencing skills and cross-functional work.
  • You have a can-do attitude and great team spirit.
  • Good level in English (working language in a full international environment)
  • Why joining our team ?

  • A caring and collaborative atmosphere that is not a false promise but a reality
  • The opportunity to express your skills, new ideas, different points of view, etc.
  • Values based on involvement, inspiration and development of our talents
  • Are you interested in this position? We'd love to hear from you, let us know.

    The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble we are learning every day, we keep things simple and everyone engaged.

    In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency.

    We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.

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