Director, Process & Voice of the Customer (VOC)

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.  

Accor Tech & Digital, jobs in the tech field where intelligence is above all human!

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality. 

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences. 

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.  

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams. 

Here, your scope will know no boundaries; 

So join us and dare to make an impact on the world! 

Here is where your greatest challenge awaits you: 

At Accor’s global Contact Center, we are seeking a visionary leader to join us as the Director of Process and Voice of the Customer (VOC). This role will be the owner of global guest policy, driving customer-centric improvements not only within the Contact Center but across the entire guest journey. The ideal candidate will design and implement a world-class VOC program, optimize processes, and ensure that the voice of the guest is at the heart of every decision we make.

Your missions: 

Guest Policy and Process

• Design and implement guest policies that reflect Accor’s brand standards and guest-centric mindset, ensuring all processes and policies are targeted at achieving ultimate guest satisfaction and retention.
• Design efficient and customer-centric processes that are scalable, easy to communicate and understand, and consistently applied across 10+ global contact centers.
• Improve and constantly seeking to improve existing processes to reduce customer effort, streamline operations, and enhance the overall guest experience.

Voice of the Customers

• Design and implement a comprehensive VOC program to capture, analyze, and act on guest feedback across all touchpoints of the guest journey.

• Identify pain points and opportunities for improvement, ensuring insights are actionable and drive measurable outcomes.
• Partner with teams across the organization to embed VOC insights into decision-making processes and strategic initiatives.
• Develop and track KPIs to measure the effectiveness of VOC initiatives and their impact on guest satisfaction.

   

And you?

• Bac +5 in business & Engineering school
• 8+ years of proven experience in process improvement, customer experience
• Extensive experience in customer service management, preferably in the hospitality industry
• Strong background in data analytics and using insights to drive decision-making.
• Experience in contact center management, or customer service industry is a plus
• Customer centric & Analytical
• Strategic leader, Exceptional ability to conceptualize long-term business strategies and translate them into actionable, innovative guest-centric policies.
• You are Passionately committed to enhancing the guest experience with every policy and process decision.
• You are not scared of getting into the heart of the problems to get things done

Accor dares to impact:  

- the world   

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.  

• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects. 

- your career:   

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.  

• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.  

- Specifically, at Accor Tech & Digital: 

• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces. 

• Every Wednesday afternoon, dedicate your time to deep work and personal development. 

• Work in a multicultural and English-speaking environment. 

• Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications. 

and also, 

• ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.  

• Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).  

• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.  

• Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).  

• €10 meal vouchers.  

• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.  

• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas. 

Your talent and motivation are our only selection criteria. 

We value the richness of the diverse nationalities, personalities, and professional backgrounds. 

We know how to adapt to the specific needs of our employees, including those with disabilities. 
We encourage all applications, regardless of gender, so go ahead and apply! 

Recruitment is all about people!    

Is this mission appealing to you? Apply, and we will offer you:  

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.  

1. An interview with the team manager responsible for the role you are interested in.   

1. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.  

1. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.  

1. A personalized feedback.  

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