Customer Experience Manager
hace 1 semana
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
_dashboards _para el seguimiento de los principales indicadores.
- Indagarás de manera precisa los
_motivos de satisfacción _e
_insatisfacción _a través de la
_indicadores _de diversas fuentes de información.
- Diseñarás el programa de
_transformación de experiência de cliente_, priorizando las líneas de
- 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
_experiência de cliente _en base a datos.
- Posees un perfil asertivo adecuado para involucrar de manera efectiva a responsables de múltiples
_trabajo agile_.
- Tomas decisiones sobre las iniciativas conceptuales plasmadas en
_proyectos estratégicos _tras
_modelos de medición _completos y bien fundamentados.
- Mides el impacto mediante el análisis de datos (
_Qlik _Sense, Omniture y
_SQL_) y destacas en la
_conclusiones_.
- Tienes
_experiência en la dirección de equipos _y tus habilidades de gestión interpersonal son las
- 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
_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
- Un proyecto indefinido para un profesional consolidado en la dirección de proyectos estratégicos en
si estás interesado/a y considerás que tu perfil tiene encaje con lo que hemos comentado, nos encantaría recibir tu
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