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Cx & Innovation Specialist |

hace 3 meses


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..Desde Ferrer queremos impulsar una nueva forma de hacer negocio y de estar en el mundo. Nuestro propósito es generar un impacto positivo en la sociedad. Nuestro negocio no es un fin en sí mismo, sino un medio para generar cambios sociales sustanciales. Somos activistas 24/7 luchando por un planeta sostenible, por la igualdad de oportunidades y situando a las personas en el centro. Rechazamos el "greenwashing" y las promesas vacías, apostamos por la acción. Todo ello, nos ha llevado a certificarnos en 2021 como empresa GPTW y en 2022 como empresa BCorp.Para alcanzar nuestro propósito y con el objetivo de aportar valor significativo y diferencial a las personas que sufren dolencias graves,en Ferrer hemos definido una clara estrategia global encaminada al desarrollo de una cartera de productos innovadores capaces de transformar la vida de los pacientes que padecen dichas enfermedades severas y debilitantes, con especial foco en enfermedades pulmonares vasculares e intersticiales y trastornos neurológicos.Fundada en Barcelona en 1959, nuestros productos están presentes en más de cien países y contamos con un equipo de 1.800 personas. Futurxs lideres del cambio, motivadxs por generar un impacto positivo en la sociedad.Responsable de gestionar la evolución global de la plataforma VoC, identificar las acciones de mejora de CX globales y apoyar a los equipos locales en la gestión de los VoC locales y la identificación de áreas de mejora locales.Apoyo a los equipos de CX locales en la gestión del día a día de la plataforma de Voice of the Customer y en la generación de insights y acciones de mejora.Respuesta a los equipos locales de las posibles cuestiones técnicas o funcionales sobre la plataforma del VoC."Single-point-of-contact" (SPoC) entre Ferrer y los equipos técnicos de Medallia,de cara a la gestión de los cambios en la plataforma, cuestiones técnicas o funcionales o de contrato.Apoyo a los equipos locales en la realización de los análisis de la salud de sus programas locales, tanto desde el punto de vista de la recogida de feedback a los clientes (ej. Ratios de respuesta, % de encuestas con comentarios, errores en las interfaces, etc.) como del uso de los distintos roles de usuario (ej. conexiones en el último mes, páginas vistas, etc.Gestión y formación de la evolución de las herramientas incluidas en la plataforma de VoC: ej. evolución y adaptación de los modelos de Text Analytics, formación a los equipos locales de las nuevas funcionalidades implantadas, etc.Gestión de las peticiones de cambios y/o mejoras a realizar dentro de los elementos definidos en el blueprint de Ferrer: encuestas, reportes,alertas, etc.Generación de reportes e insights para el equipo de CX Global.Preparación de los reportes y análisis necesarios para el equipo de CX Global