Customer Experience Manager

hace 1 semana


Madrid, Madrid, España Prosolbia A tiempo completo

Prosolbia Recruitment & Executive Search S.L. es una firma de búsqueda directa y selección de talento
cualificado y directivo que trabaja en exclusiva para sus clientes, asegurando un encaje óptimo en cada

En esta ocasión, nuestro cliente, entidad financiera de primer nível, precisa incorporar a un

CUSTOMER EXPERIENCE MANAGER

  • BARCELONA o MADRID
  • Para este rol, tus responsabilidades serán las siguientes:
  • Analizarás la
    _competencia _o
    _benchmark _para entender el posicionamiento relativo de la entidad.
  • Fomentarás el
    _cambio bottomup _partiendo de los
    _datos _concretos y la escucha del
    _cliente_.
  • Gestionarás los
    _métodos cuantitativos _y
    _cualitativos _necesarios para recabar la información del

cliente
:
_surveys_
,
_focus groups_,
_mistery shopping _y
_datos _operacionales así como financieros,
generando
_insights accionables _de valor.

  • Integrarás las diferentes
    _fuentes de información _disponibles como piezas clave del
    _modelo de_

_ medición _de

_experiência de cliente_.

  • Desarrollarás
    _análisis descriptivos _y explicativos que permitan entender la situación actual del
banco y crear

_dashboards _para el seguimiento de los principales indicadores.

  • Indagarás de manera precisa los
    _motivos de satisfacción _e
    _insatisfacción _a través de la
interpretación de los

_indicadores _de diversas fuentes de información.

  • Diseñarás el programa de
    _transformación de experiência de cliente_, priorizando las líneas de
acción.

  • Monitorizarás el seguimiento de la
    _implementación de acciones _y la coordinación del
    _Steering_

_ Committee_.

  • Ejercerás de
    _nexo _entre el área Customer Experience y resto de áreas del banco, de manera

_transversal_.

  • Diseñarás el modelo de
    _incentivos de calidad _en los distintos níveles de la organización.
-
_Dirigirás al equipo humano _de especialistas del área de _customer experience_.

Tu perfil encaja si cumples los siguientes requisitos:

  • Tienes una capacidad sobresaliente para conceptualizar y diseñar soluciones concretas de
optimización de la

_experiência de cliente _en base a datos.

  • Posees un perfil asertivo adecuado para involucrar de manera efectiva a responsables de múltiples
áreas funcionales, incorporando metodologías de

_trabajo agile_.

  • Tomas decisiones sobre las iniciativas conceptuales plasmadas en
    _proyectos estratégicos _tras
desarrollar

_modelos de medición _completos y bien fundamentados.

  • Mides el impacto mediante el análisis de datos (
    _Qlik _Sense, Omniture y
    _SQL_) y destacas en la
posterior obtención de

_conclusiones_.

  • Tienes
    _experiência en la dirección de equipos _y tus habilidades de gestión interpersonal son las
propias de un mando en una gran organización.

  • Posees
    _Grado, Licenciatura o Ingeniería _en disciplinas como
    _Matemáticas, Física, ADE o_

_ Ingeniería Industrial_.

  • Muy valorable si posees
    _experiência en consultoría estratégica _en firma de servicios afines o
dentro del área de estrategia de una

_gran organización_. Valorable la experiência en

_customer_

_experience _y en

_banca_.

  • Imprescindible
    _alto nível de inglés escrito y hablado_.

¿Qué puedes esperar de esta posición?

  • Incorporación a una empresa de referencia de grandes dimensiones y con un liderazgo indiscutible.
  • Incidir en la experiência de cliente desde el área de negocio y estrategia, partiendo de modelos de
- datos e informacionales de primer nível.
  • Un proyecto indefinido para un profesional consolidado en la dirección de proyectos estratégicos en
grandes organizaciones.

si estás interesado/a y considerás que tu perfil tiene encaje con lo que hemos comentado, nos encantaría recibir tu

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