Nps Voice of Customer Analyst

hace 2 meses

Madrid, España BNP Paribas A tiempo completo

Eres una persona inquieta con ganas de crecer profesionalmente en una empresa multinacional rodeado/a no solo de grandes profesionales si no tambien de buenos compañeros?. Este es tu sitio.
En BNP Parobas Personal Finance España estamos buscando un/a persona para el equipo de NPS que se encargara del análisis de la Voz del Cliente en dependencia gerarquica de NPS and CAO Advocacy Manager

**Misión**:
Garantizar la consistencia y el desarrollo del programa NPS en su integridad, definiendo a su vez el set de encuestas necesario y los KPI´s, garantizando así el buen flujo de las encuestas, su consistencia, muestra, y el análisis del feedback para definir los planes de acción y sus prioridades. Uso imprescindible de la herramienta Medallia.

**Funciones**:

- Garantizar el respeto de la metodología de la encuesta: selección de clientes, datos, cuestionarios y representatividad de las muestras.
- Impartir formaciones tanto del programa NPS como de la herramienta Medallia (app y web) presenciales y online (MS Teams) a todos los empleados de la compañía.
- Gestión de los cloopers internos y externos de la compañía y de los champions.
- Interlocución principal con el proveedor de la herramienta (Medallia).
- Resolución de las incidencias en la herramienta Medallia (web/app).
- Dar soporte al desarrollo del programa de Voz del Cliente, manejando informes, identificando necesidades de stakeholders clave, preparando presentaciones efectivas y mejorando el impacto del programa.
- Participar en el diseño e implementación del programa de formación a la organización en la interpretación e utilización de los KPIs de cliente y experiência derivados del programa de VoC.
- Colaborar en la transformación de la organización, fomentando una cultura centrada en las personas, a través de la conexión transversal de equipos y su alineamiento alrededor de las necesidades y motivaciones del cliente.

**Son necesarios conocimientos sobre**:

- Titulacion universitaria, estadística, analisis de datos.
- Debe tener conocimiento de MEDALLIA a nível medio/avanzado (se realizará test de prueba) y análisis de datos que se usan para la elaboración de los diferentes reporting de la dirección.
- Conocimientos básicos de investigación cuantitativa y cualitativa
- Conocimiento básicos de NPS, Experiência Cliente y Voice of Customer
- Inglés nível B2 (francés es un plus)
- Gestión de equipos transversales, se requiere una persona naturalmente empática, resolutiva, organizada y colaborativa. Impacto e influencia.
- Resolución de problemas.
- Gestión de cualquier tipo de incidencia con la herramienta de Medallia, tanto en la web como con la app. Debe poder contactar con los equipos centrales en Francia para la resolución de dudas, incidencias y/o formaciones/actualizaciones sobre Medallia.
- Gestión de los cloopers, tanto a nível internos como externos.
- Colaboración con los champions (para la áreas de negocios). Capacidad de dialogo, interlocución y propuestas de ideas/soluciones consensuadas con todos los actores participantes en el programa.

**PRIMARY LOCATION**

**ES-MD-Madrid**

**JOB TYPE**

**Estándar**

**JOB**

**COMMUNICATION**

**EXPERIENCE LEVEL**

**Al menos 5 años**

**SCHEDULE**

**Tiempo completo**

**REFERENCE**

**CET-000841**

**APPLY**

***
- (REF: CET-000841)

  • Voice of Customer Analyst

    hace 2 meses

    Madrid, España Western Union A tiempo completo

    **Voice of Customer Analyst** - Madrid, Spain** Do you thrive on working in an environment where the customer is a top priority? Are you keen on analyzing and interpreting customers’ feedback in order to level up the quality of the services? Are you interested in joining a brand-new team, and a business that’s on the move? If so, then it’s time to...

  • Customer Insight Analyst

    hace 2 semanas

    Madrid, España Brambles Group A tiempo completo

    CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more...

  • Voice Operations Analyst

    hace 1 mes

    Madrid, España Vonage A tiempo completo

    **Carrier Management Operations - Voice Operations Analyst**: **Vonage Mission**: We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find...

  • Voice of The Customer Lead

    hace 5 horas

    Madrid, España bp A tiempo completo

    Job summary **Entity**: Customers & Products **Job Family Group**: Marketing Group Are you a customer and commercial focused market leader that thrives and delivers in a 24/7 fast paced retail business? If so then the role of Voice of the Customer Lead role may be a great fit for you! It's responsible for crafting the customer experience dashboard,...

  • Voice Senior Engineer

    hace 2 meses

    Madrid, España The Cigna Group A tiempo completo

     Voice / Contact Centre Senior EngineerCigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.Main...

  • Voice Senior Engineer

    hace 1 semana

    Madrid, España The Cigna Group A tiempo completo

     Voice / Contact Centre Senior EngineerCigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.Main...

  • Miravia-customer Experience Project Manager-madrid

    hace 7 días

    Madrid, España Alibaba A tiempo completo

    **Basic Infomation** Department: Alibaba Group Degree: Bachelor Work Experience: 3 year - Responsibilities: - Deep understanding and analysis of the information collected from the Voice of Customer program to identify root causes - Identify and define initiatives in the different stages of the Customer Journey together with the internal teams, with an...

  • Voice Senior Engineer

    hace 1 semana

    Madrid, Madrid, España The Cigna Group A tiempo completo

    Voice / Contact Centre Senior EngineerCigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.Main...

  • Voice Senior Engineer

    hace 3 semanas

    Madrid, Madrid, España The Cigna Group A tiempo completo

    Voice / Contact Centre Senior EngineerCigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.Main...

  • Voice Tester

    hace 1 semana

    Madrid, España Blu Selection A tiempo completo

    Would you like to play a part in ensuring the quality of ground-breaking technology for large-scale systems, natural language, big data, and artificial intelligence? You will receive extensive training to develop your skills to succeed in an environment that is professional, modern, fast paced and driven by excellence. We are looking for a self-starting,...

  • Voice Tester

    hace 2 semanas

    Madrid, España Blu Selection A tiempo completo

    Would you like to play a part in ensuring the quality of ground-breaking technology for large-scale systems, natural language, big data, and artificial intelligence? You will receive extensive training to develop your skills to succeed in an environment that is professional, modern, fast paced and driven by excellence. We are looking for a self-starting,...

  • Consultor Customer Experience Y Voz De Cliente

    hace 1 mes

    Madrid, España Ntt Data A tiempo completo

    Job Description ¿Cuál será tu rol?Diseño y ejecución de programas de Voz de Cliente – CX AnalyticsDefinición de objetivos y KPIs asiciados a experiencia de cliente (NPS, CSI, OKRs)Construcción de Customer Journeys, tanto AS IS como TO BE, teniendo en cuenta la interacción en distintos canales.Elaboración de roadmap y plan de acción de mejoras...

  • Voice Senior Engineer

    hace 3 semanas

    Madrid, España The Cigna Group A tiempo completo

     Voice / Contact Centre Senior EngineerCigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.Main...

  • Voice Senior Engineer

    hace 1 semana

    Madrid, España The Cigna Group A tiempo completo

     Voice / Contact Centre Senior EngineerCigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.Main...

  • Global Director of Customer Experience

    hace 7 días

    Madrid, España Kimberly-Clark A tiempo completo

    **Global Director of Customer Experience (CX) Strategy** **You have a talent for recognizing trends and aiming for bigger goals** You have a solid interest in keeping up with trends, market needs, and your organization’s competitive standing, and you share your broad awareness with those under your management to inform their decisions, as it does yours....

  • Dutch Customer Service Agent

    hace 2 semanas

    Madrid, España Recruit4Work S.L. A tiempo completo

    Your role - As a customer service employee, you are responsible for a good relationship between you and the customer. - With your voice and a nice offer, you put a smile on the face of the customer. - Be commercial and like to sell - Also, keep that Voice quiet now and then and listen carefully to the customer. **In addition, you should also**: - Provide a...

  • Service Management Analyst

    hace 1 semana

    Madrid, España 1011 Amadeus It Group S.A. A tiempo completo

    Service Management Analyst page is loaded Service Management Analyst Apply locations Madrid time type Full time posted on Posted 2 Days Ago job requisition id R18030 Job Title Service Management AnalystSummary: Join our dynamic team as a Service Management Analyst , this is a senior role where you'll play a pivotal role in ensuring customer satisfaction,...

  • Customer Succes Manager

    hace 1 mes

    Madrid, España OTA Insight A tiempo completo

    At OTA Insight, we're helping the hospitality industry with our BI solution to visualise and leverage its data in the most simple way so that they can make better revenue, distribution and marketing decisions. Last year was our 10 year anniversary and it was a big one! We raised a series B funding and have welcomed two companies to our organisation. With...

  • Senior Knowledge Analyst- Data Driven Personalization And Deep Ai Customer Value Management

    hace 3 semanas

    Madrid, España Boston Consulting Group A tiempo completo

    .Senior Knowledge Analyst- Data Driven Personalization and Deep AI Customer Value Management Madrid, Community of Madrid Senior Knowledge Analyst- Data Driven Personalization and Deep AI Customer Value Management Madrid Madrid, Community of Madrid, ES WHAT YOU'LL DO As a Senior Knowledge Analyst (SKA) within Deep. AI Knowledge Team, you will work in a...

  • Consultor Customer Experience y Voz de Cliente

    hace 1 mes

    Madrid, España NTT DATA A tiempo completo

    Job Description ¿Cuál será tu rol?Diseño y ejecución de programas de Voz de Cliente – CX AnalyticsDefinición de objetivos y KPIs asiciados a experiencia de cliente (NPS, CSI, OKRs)Construcción de Customer Journeys, tanto AS IS como TO BE, teniendo en cuenta la interacción en distintos canales.Elaboración de roadmap y plan de acción de mejoras...