Customer Experience

hace 2 semanas


Madrid, Madrid, España BNP Paribas A tiempo completo

Somos Arval Empresa de Movilidad del grupo BNP Paribas y tenemos un propósito ambicioso para hacer de la movilidad corporativa sostenible una auténtica realidad, haciendo que Arval sea un Partner referente para conseguir este objetivo.


Nuestra misión es ofrecer el mejor servicio integral de gestión de flotas a todo tipo de empresas, a nível local o global para optimizar la movilidad, eficiencia y satisfacción de sus empleados.

Además, nuestro equipo se conforma de personas emprendedoras, enfocadas a la innovación, comprometidas, orientadas a la calidad y con una clara orientación de servicio


Actualmente estamos buscando a un/a Quality Manager cuya misión será incrementar la fidelización de los clientes, identificando los problemas /oportunidades mediante la escucha activa de la Voz del cliente y en colaboración con las áreas funcionales para definir e implementar los planes de acción.


Funciones:

  • Gestionar las reclamaciones: Mejorar la gestión, la herramienta y el proceso. Analizar las causas raíces y trabajar con los equipos a la mejora continua. Desarrollar la automatización. Asegurar que se cumplan los estándares legales y del grupo. Asegurar la involucración de toda la empresa para mejorar la satisfacción cliente.
  • Escuchar la voz del cliente: Preparar y lanzar encuestas. Desarrollar la automatización. Analizar las causas raíces a través de indicadores de satisfacción y de servicio, tanto interno como externo. Compartir y garantizar que se escuche la voz del cliente para que cada departamento pueda definir acciones de mejora. Controlar que las acciones implementadas permiten mejorar la satisfacción cliente.
  • KPIs: Medir, controlar y comunicar los Kpis vinculados a la experiência del cliente, asegurar que se ha establecido los KPIs permitiendo la mejora del servicio y que la voz de los clientes esté integrada en todas las decisiones, revisar periódicamente los indicadores y el progreso de los planes de acciones
  • Cultura de servicio: contribuir y promover activamente al cambio cultural, facilitar una comprensión y una visión común, garantizar una comunicación regular, interesar e involucrar a los empleados, crear grupo de trabajo, participar a iniciativas departamentales de experiência cliente
  • Más de 2 años de experiência en actividades transversales, proyectos de transformación, y experiência del cliente
  • Conocimiento en la construcción de customer journey, gestión de proyecto, Gestion de workshops, herramienta de medición de satisfacción cliente
  • Sólidos conocimientos y experiência práctica en métodos de transformación y mejora continua
  • Competencia en Microsoft estándar, herramientas de gestión de proyecto, metodología Agile, Excel avanzado


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