Customer Experience Project Manager

hace 2 semanas

Barcelona, Barcelona, España Ecovadis A tiempo completo
Work smart, have fun and make an impact Our purpose is to guide all companies toward a sustainable world. EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.
Why apply to EcoVadis? Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.
Learn more about our team and culture on EcoVadis careers page . If you have questions about the company or open roles you can chat with an insider .

Job Description Objectives:
Leads the implementation process for Customer Experience Automation across the company and continuously improves it.

Delivers positive impact on the EcoVadis Customer Experience by defining, implementing & leading, in a Customer Centric way, the strategic Customer Experience automation projects & initiatives.

Enhances holistically the EcoVadis Customer Experience analysis by designing, validating and leading the implementation of innovative tools, enabling and promoting data-driven decision making.

Increases efficiency of Customer Experience analysis and insights generation at a 10x rate while creating a transparent bi-directional traceability between the insights and the underlying customer data by leveraging innovative AI-based automation possibilities, such as Large Language Models, more generally Machine Learning models, and so on.

Continuously identifies, validates and implements new improvement opportunities (products & solutions) to enhance the Customer Experience data integration, consumption and actionability.


Qualifications Responsibilities:
Operationally executes actions, manages projects and leads agile transversal teams, actively contributing to delivering Customer Experience insights through automated data analysis (70% dedication of Time):

Manages full development cycle of the new set of AI-enhanced data analysis tools, from building requirements with the business stakeholders to testing (UAT) the product, up until the final implementation in the existing processes and project closure activities.

Identifies new external tools & vendors and conducts "build vs buy" comparative analysis, based on the requirements and the adaptations to EcoVadis context and specificities.

Follows-up on the necessary constant adaptation of the AI tools and manages their maintenance with the development team.
Takes a Leadership role in multiple projects, initiatives, owning the timely deliverable of each
Identifies trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact

Follows the AI industry news and trends related to Customer data analysis and text analysis overall, identifies and proactively proposes new development opportunities.

Whenever possible and desirable, automates existing manual tasks and processes with the help of available tools, providing a temporary solution until the final automation is developed by respective teams.

Drives change management actions related to Customer Experience Automation and data-driven decision making (20% dedication of Time):
Identifies gaps, designs, build and implements specific training
Proactively identifies new or existing projects, across all EcoVadis BUs, that should be included in the CX program
Conducts and documents Continuous process & tools improvement on CX Automation
Provides strategic input to the CX Leader & the OpsCom layer, informing long term EcoVadis CX workflows (10% dedication of Time):
Acts as the main consulting partner defining the overall CX KPIs
Is actively involved in defining EcoVadis CX Vision building and its evangelization
Partners in achieving the overall EcoVadis CX roadmapping process
Partners in defining current and future CX resourcing/budgeting needs

Additional Information Start date:

Asap Our growing team in Spain is full of talented professionals from various fields who all share a desire to make sustainability real.

We offer competitive salaries and support personal growth from day one. This includes extensive onboarding, teammates' support and a brand new e-learning platform bursting with courses and modules.

So you can learn new skills and fine-tune old ones In return for your expertise and energy, we offer:

Working organization benefits :
Casual and very friendly work environment Hybrid work organization (from the office or from home) Flexible working hours Home office allowance program IT equipment allowance 90 days Working from anywhere policy Opportunity to work in a truly international atmosphere

Compensation benefits :
Base salary + variable compensation plan Meals and Transportation Vouchers (Cobee card)
Wellness and Healthcare benefits :

Health, Wellness, and Dental Benefits Life & Accident Insurance Unlimited and completely confidential sessions with psychologists and online wellbeing programs.


More:
Employee referral bonus policy Paid employee volunteer day Paid moving day ( 1/year) Access to online learning library Virtual and in-person team building events Co working space with various services + opportunity to work in different locations (Europe and International)
Our hiring team looks forward to reviewing your CV, with a guaranteed response to every application. A new job with purpose awaits you. You can be part of an awesome team and make sustainability real

Don't fit all the criteria but still think you'd be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis.

We're interested in hiring capable people, regardless of professional and educational background.
Can the hiring process be adjusted to suit my needs? Yes.

We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential.

We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. If you need any adjustments, please let the hiring team know.
Our team's strength comes from everyone's uniqueness and is founded upon mutual respect. EcoVadis commits to equity, inclusion and reducing bias in our hiring processes.

EcoVadis does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique.

In your application, we encourage you to remove personal information such as:

photographs, marital status, number of children, religion, gender, residential postal code, university graduation date, past medical or parental leave(s) taken, nationality (instead, please state if you are legally eligible to work in the job region/country), university name (instead, please state any degrees obtained and the study major).

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