Customer Experience Unit

The Directorate-General for Innovation and Technological Support (DG ITEC) provides the European Parliament (EP) with information and communications technology services as well as document production, printing and distribution services. 

We are the Customer Experience Unit (CUSTEX) in the Directorate for Resources of DG ITEC. We are DG ITEC’s ambassador to IT customers in the EP, and the representative of these customers to DG ITEC’s hierarchy and operational units. CUSTEX is also responsible for DG ITEC’s communication and supports and promotes digital accessibility across the EP. The unit currently counts over twenty colleagues, based both in Brussels and Luxembourg.

We are looking for an enthusiastic and driven individual to join our team as a Customer Experience trainee.

You will work closely with the CUSTEX Head of Unit and the Customer Relationship Manager (CRM Head of Service, being involved from arrival to departure in many different tasks during the traineeship. This close working experience will greatly enhance the traineeship to allow mentoring of the trainee in many different areas of expertise.

You will support the activities of the CUSTEX Unit and the CRM service by: 

• Participating in team meetings to provide insights and suggestions for improving overall customer experience;
• Analysing existing use of the internal knowledge management systems with the aim to propose improvements to be adopted by the team;
• Testing new systems, new features of existing systems in use (e.g. MS Teams/Office 365) and contribute to their adoption in the EP;
• Participating to internal IT related events and share the findings with the various unit teams;
• Following up on inquiries received and escalate complex issues where necessary;
• Assisting with meetings and events organisation (i.e. taking notes, drafting follow-up emails, workshops or inter-institutional events);
• Analysing existing information on IT-related subjects, drafting and editing documents when needed.

• Seeking a challenge and eager to learn;
• Enthusiastic, with a flair for innovation;
• Accurate, detailed-minded, and well-organised;
• Passionate and knowledgeable about the IT world and the services provided by IT;
• Capable of analysing  and reviewing rules, policies, regulations;
• Capable of gaining and maintaining the excellent relationships with the IT stakeholders;
• At ease at working autonomously but also as part of a team;
• Capable of writing clearly in English, preferably with some experience in writing newsletters, or in communication/ journalism/ business or public relations;
• More than at ease in using Microsoft Office applications.