Customer Experience Manager

hace 3 semanas

Madrid, España Prosolbia A tiempo completo

**Prosolbia Recruitment & Executive Search S.L**. es una firma de búsqueda directa y selección de talento
cualificado y directivo que trabaja en exclusiva para sus clientes, asegurando un encaje óptimo en cada

En esta ocasión, nuestro cliente, entidad financiera de primer nível, precisa incorporar a un

**CUSTOMER EXPERIENCE MANAGER**
- BARCELONA o MADRID
- Para este rol, tus responsabilidades serán las siguientes:

- Analizarás la **_competencia _**o **_benchmark _**para entender el posicionamiento relativo de la entidad.
- Fomentarás el **_cambio bottom-up _**partiendo de los **_datos _**concretos y la escucha del **_cliente_**.
- Gestionarás los **_métodos cuantitativos _**y **_cualitativos _**necesarios para recabar la información del

cliente**:_surveys_**, **_focus groups_**, **_mistery shopping _**y **_datos _**operacionales así como financieros,
generando **_insights accionables _**de valor.
- Integrarás las diferentes **_fuentes de información _**disponibles como piezas clave del **_modelo de_**

**_ medición _**de
**_experiência de cliente_**.
- Desarrollarás **_análisis descriptivos _**y explicativos que permitan entender la situación actual del

banco y crear
**_dashboards _**para el seguimiento de los principales indicadores.
- Indagarás de manera precisa los **_motivos de satisfacción _**e **_insatisfacción _**a través de la

interpretación de los
**_indicadores _**de diversas fuentes de información.
- Diseñarás el programa de **_transformación de experiência de cliente_**, priorizando las líneas de

acción.
- Monitorizarás el seguimiento de la **_implementación de acciones _**y la coordinación del **_Steering_**

**_ Committee_**.
- Ejercerás de **_nexo _**entre el área Customer Experience y resto de áreas del banco, de manera

**_transversal_**.
- Diseñarás el modelo de **_incentivos de calidad _**en los distintos níveles de la organización.
- **_Dirigirás al equipo humano _**de especialistas del área de _customer experience_.

Tu perfil encaja si cumples los siguientes requisitos:

- Tienes una capacidad sobresaliente para conceptualizar y diseñar soluciones concretas de

optimización de la
**_experiência de cliente _**en base a datos.
- Posees un perfil asertivo adecuado para involucrar de manera efectiva a responsables de múltiples

áreas funcionales, incorporando metodologías de
**_trabajo agile_**.
- Tomas decisiones sobre las iniciativas conceptuales plasmadas en **_proyectos estratégicos _**tras

desarrollar
**_modelos de medición _**completos y bien fundamentados.
- Mides el impacto mediante el análisis de datos (**_Qlik _**Sense, Omniture y **_SQL_**) y destacas en la

posterior obtención de
**_conclusiones_**.
- Tienes **_experiência en la dirección de equipos _**y tus habilidades de gestión interpersonal son las

propias de un mando en una gran organización.
- Posees **_Grado, Licenciatura o Ingeniería _**en disciplinas como **_Matemáticas, Física, ADE o_**

**_ Ingeniería Industrial_**.
- Muy valorable si posees **_experiência en consultoría estratégica _**en firma de servicios afines o

dentro del área de estrategia de una
**_gran organización_**. Valorable la experiência en
**_customer_**

**_experience _**y en
**_banca_**.
- Imprescindible **_alto nível de inglés escrito y hablado_**.

¿Qué puedes esperar de esta posición?
- Incorporación a una empresa de referencia de grandes dimensiones y con un liderazgo indiscutible.
- Incidir en la experiência de cliente desde el área de negocio y estrategia, partiendo de modelos de
- datos e informacionales de primer nível.- Un proyecto indefinido para un profesional consolidado en la dirección de proyectos estratégicos en

grandes organizaciones.

si estás interesado/a y considerás que tu perfil tiene encaje con lo que hemos comentado, nos encantaría recibir tu

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