CUSTOMER EXPERIENCE SPECIALST

Barcelona - Barcelona

Descripción de la oferta de empleo

Experience Support and drive the definition of the customer journey business-wide Support and define processes that help improve the customer experience Define and establish appropriate customer experience metrics, reporting and analysis practices for relevant points in the customer journey Lead and support implementation of appropriate reporting in collaboration with colleagues and BI team In collaboration with COPS resources, extract meaningful insights from customer feedback in social media, Google My Business, NPS and other feedback mechanisms, in particular categorising and information quantitative status Manage the Mystery Shopper framework and process, tracking results and deriving improvements Review and analyse all relevant data and derive insights, specifying improvements to the business from the information available Lead and support COO team and business units in relevant initiatives to improve the customer journey and customer experience measures Oversee relevant customer communications mechanisms and operations to ensure optimum utilisation Support COPS team member development in collaboration with department managers and Excellentiers Product Operations Support the definition, alignment and operational implementation of products and services, collaborating across business functions to an agreed outcome Understanding customer behaviour in product, service and journey to derive business cases as necessary to support change decisions and implementation General Undertake administration and other activities at the reasonable direction of management Maintain relevant process, policy and practice documentation Delivery of agreed initiatives Reporting Daily operational key-point reporting Weekly operational and summary reporting Monthly management reporting Ad-hoc reporting as needed for specific requirements Internal Interfaces Across business External Interfaces BPO partners Technology suppliers Industry experts Others and needed to achieve goals Competencies Customer orientation.
Focussed on understanding, measuring and delivering excellence in customer experience.
Data driven.
Uses data intelligently to track performance, discover issues, define and deliver improvement opportunities.
Critical thinking.
Ability to analyse complex and diverse problems and leverage data, relationships and knowledge to derive solutions.
Communications.
Excellent communications, demonstrable at all levels, with particular emphasis on senior management engagement and presentation skills.
Goal and execution orientated.
Self-starter and dynamic in generating opportunities and tenaciously progressing initiatives.
Able to focus and deliver to commitments.
Tenacity.
Persistent in the face of challenge.
Highly motivated and able to manage complex challenges without loss of determination.
Flexible and open attitude to change.
Positive attitude, even when circumstances are difficult, and a demonstrable aptitude to develop and change as needs dictate.
Essential Role Requirements Experience in customer experience and/or journey roles Proven analytics capability Good standard of Spanish and conversational English Very strong capability in Microsoft Office applications; ‘Power User’ Advanced user of MS Excel.
Desired Role Requirements Experience in.
Leading change projects Telecommunications industry BI tools such as Microsoft Power BI Multi-language capability Exposure to various operational and business cultures.
Adamo Telecom Iberia S.
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Detalles de la oferta

Empresa
  • Adamo Telecom Iberia S.A
Fecha de publicación
  • 21/05/2020
Fecha de expiración
  • 19/08/2020
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