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Customer Experience Project Manager

hace 3 meses

Barcelona, Barcelona, España Spring Professional A tiempo completo

CaixaBank Payments & Consumer, la filial del Grupo CaixaBank especializada en desarrollar soluciones para ofrecer la mejor experiencia de pago y facilitar la financiación de las ilusiones y proyectos de los clientes, dónde y cuándo quieran, de forma sencilla, ágil y responsable, a través de canales propios y acuerdos con grandes distribuidores comerciales. CaixaBank Payments & Consumer, desde la responsabilidad social, empodera a personas y negocios para que logren sus metas, co-creando soluciones de pago y financiación integrales, disruptivas y con vocación internacional.

  • Reforzamos el liderazgo en España, empezando en Portugal.
  • Somos la entidad líder en financiación al consumo gracias a la unión de las capacidades de CaixaBank Payments, CaixaBank Consumer Finance, Wivai y hasta más de 20 filiales.
  • Nuestros más de 16 millones de clientes y los +650 empleados, son la base y la fuerza de este proyecto.
  • Al igual que todo el grupo CaixaBank fundamentamos nuestra actuación empresarial y social en valores corporativos de calidad, confianza y compromiso social.
Descripción de la oferta

Desde CaixaBank Payments & Consumer nos gustaría ampliar nuestro equipo de Customer Experience incorporando a un/a Project Manager para el desarrollo de proyectos que garanticen la satisfacción y mejora continua en el ámbito de clientes de CaixaBank:

  • Rethinking de los journeys que generan mayor fricción a los empleados en base a los inputs de las consultas, valoraciones de calidad y las prioridades del área
  • El proceso de rethinking consiste en:
    • Mapear los puntos de fricción actuales aplicando mapa de empatía
    • Identificar las oportunidades
    • Realizar propuestas de mejoras 360 para minimizar los pain points identificadas en el análisis / mapeo (frondend y procesos backend)
    • Definir plan de acción e impulsar las acciones de mejora priorizadas
    • Las propuestas tienen que estar enfocadas a brindar una experiencia 'Wow' y estar inspiradas en soluciones de otros players (benchmarking)
    • Definir y toma de los requerimientos
    • Realizar seguimiento con los equipos involucrados hasta la correcta implementación
  • Servicio Atención a las Oficinas (Calidad):
    • Resolución de los casos complejos derivados de las oficinas (3N)
    • Supervisión de las respuestas dirigidas a los empleados
    • Seguimiento periódico del running day del servicio (Casos trasladados pendientes, incidencias con impacto a la red...)
  • Seguimiento del plan de calidad de la red (visión 360 CPC) e impulso de las mejoras
  • Deep zooms del TOP consultas de los empleados CaixaBank para identificar mejoras de forma continua
  • Definición de los requerimientos de las mejoras
  • Impulso y seguimiento de las mejoras con los diferentes stakeholders (equipo técnico, negocio, medios, etc).
  • Impulso de iniciativas enfocadas a fomentar el ADN Customer Centricity en el área y la compañía: Customer Talks, Customer Corner...
  • Nuevas propuestas / ideas enfocadas a fomentar la cultura Customer Centricity en el área y CPC
  • Realización de benchmarking periódico (mínimo 1 cada 3 meses) sobre tendencias y best practices a nivel de Customer Experience
  • Extracción de insights y de acciones de mejora del benchmarking para aplicar en la Experiencia de los Empleados de la red
  • Realizar seguimiento de la competencia y otros players para extraer learnings y acciones de mejora
  • Colaborar y alimentar el reporting mensual de cliente
  • Extracción de informes 'bolcados' de las consultas de los empleados más frecuentes y seguimiento de las mismas en relación a proyectos prioritarios / foco del área y compañía
  • Actualización de planes de mejora derivados de los Deep zooms y de los rethinking de journeys
  • Resumen actividad mensual del plan Customer Centricity
  • 5 años de experiencia como project manager en customer experience o customer centricity
  • Alta capacidad de trabajo en equipos y otras áreas de la compañía

En Caixabank Payments & Consumer el compromiso de la empresa con la igualdad de trato y oportunidades es un valor que está presente en toda la estructura y procesos de nuestra entidad y esto incluye también el proceso de selección de personal. Los procesos de selección de personal son imparciales, equitativos, y no discriminan a los candidatos, se basan siempre en los principios de capacidad personal, eficacia y mérito. Disponemos, en este sentido, del distintivo de "Igualdad en la Empresa", otorgado por el Ministerio de Igualdad, y participamos activamente en programas y proyectos sociales que impulsan una sociedad más justa para todas y todos."

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