Consultor Customer Experience
hace 2 semanas
Verisure Securitas Direct es el líder del mercado europeo en monitorización con alarmas inteligentes, aportando un servicio excepcional a más de 3 millones de clientes con un equipo de más de empleados.
Operamos en 17 países de Europa y América Latina.Misión del puesto
La misión principal será trabajar junto con las diferentes áreas en impulsar el cambio y proponiendo mejoras e2e.
Para ello tendrá que analizar y transformar los datos e información que nos aportan los clientes a través de la metodología de los _close feedback loop_ (CFLs) que se basa en medir la Experiência de cliente, para después transformarlo en insights potentes.
¿Qué estamos buscando?
- Graduado/a en Administración y Dirección de Empresas, Ingeniería, Económicas o similar.
- Proactividad y ganas de trabajar en entornos ágiles y cambiantes
- Manejo de herramientas de extracción y explotación de datos existentes: Excel, Power BI, Business Objects y valorables SQL o SPSS
Ingles B
- Excelente capacidad analítica y buena capacidad de entendimiento numérico y de conceptualización
- Orientación al cliente y el trabajo en equipo
- Buena habilidad de comunicación e interlocución
- Capacidad de empujar los proyectos de forma autónoma y hacer que ocurran.
Principales responsabilidades de la posición
- Garantizará la implementación de la metodología CFL (_close feedback loop)_ en los diferentes touch points de la compañía.
- Participará de una forma directa y proactiva en el análisis de la experiência de los clientes, y la medida de su grado de satisfacción identificando sus expectativas y necesidades.
- Elaborará conclusiones basadas en los análisis llevados a cabo y presentará en los foros de seguimiento
- Ayudará y dará soporte a los diferentes departamentos de operaciones en incluso dentro del propio departamento de CEX, en el seguimiento de su satisfacción, detectando los principales motivos de detracción del área y contribuyendo a buscar soluciones y mejoras para reducirla.
- Será responsable de buscar el cambio de los procesos y proyectos que surjan de las mejoras propuestas gracias a los insights proporcionados por el departamento.
Experiência:
- A partir de 2 años de experiência como analista de negocio, consultor o posición similar.
- Valorable experiência previa en Departamentos de Customer Experience o Consultoría de Negocio.
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