Consultor Customer Experience

hace 2 semanas


Madrid, Madrid, España Securitas Direct España S.A.U A tiempo completo

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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