Customer Experience Specialist

Who are we? Lea el resumen de esta oportunidad para comprender qué habilidades, incluidas las habilidades interpersonales relevantes y el dominio de paquetes de software, se requieren. Edenred, a company recognized as one of the “100 best companies to work for in Spain” in 2024 and certified as a Great Place to Work , was founded with great enthusiasm over 60 years ago, being pioneers in the development of social benefits for teams and currently operating in 45 countries, offering digital platform solutions to 60 million users. Since our beginnings, we have kept alive a dream that remains present in all the company’s decisions: to create value connections that foster the growth of our stakeholders and society as a whole. Position´s Mission Reporting to the Strategy & Projects Manager, you will be responsible for continuously improving the customer experience across all touchpoints with the organization. Your mission will be to ensure that customers receive exceptional service, creating meaningful interactions that foster long-term loyalty and satisfaction. Customer research will be essential to identify and implement improvements to deliver a first-class customer experience with the organization’s products and services, working closely and transversally with other teams. Your main responsibilities Lead customer research activity , gathering feedback to identify needs, expectations and opportunities for improvement. Monitor and measure customer experience metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), using data-driven insights to propose actionable improvements based on tools such as Medallia & others. Analyze and optimize customer experience across all touchpoints and channels, proposing initiatives while ensuring consistency and excellence throughout the customer journey, to enhance customer satisfaction and loyalty. Project management to transform those opportunities into strategies and tangible actions and results across the organization, in close collaboration with customer care, product, marketing, sales, finance and the rest of the teams. Lead problem resolution acting as a point of contact for resolving issues related to customer experience, working proactively to address concerns and complaints. Foster a customer-centric culture across the organization, motivating employees to deliver exceptional service, promoting new initiatives to break silos and boost the customer-first mindset (exchanges between teams, interactions with customers…). Stay updated on industry trends and best practices to continuously innovate and maintain a competitive edge. Provide training and resources to staff on best practices in customer service and specific functions to improve the overall experience. Prepare monthly reports for senior management on customer performance and recommendations based on analysis. Requirements we need You have a degree in Business or similar. 2/3+ years’ experience in a similar role in a digital ecosystem, working closely and transversally with customer care team, product team, and others. Demonstrated track record in the analysis of customer feedback and elaboration of plans to achieve an organization’s mid and long- term goals. Effective interaction and presentation skills with Senior Executives. Ability to identify, interact and manage key stakeholders within the different levels of a multinational environment in an autonomous way. English is a must. You have proven strong capacity to understand new environments, business operations and procedures in a quick and efficient way Deep knowledge of Medallia as a customer feedback tool Good presentation skills to senior executives Team player with strong resilience Self-organization, priorization and planning skills Ability to influence and lead others Flexible Mindset, proactivity and passion about customer experience in digital ecosystems What Can We Offer You? Edenred is here to provide you with a host of benefits that will help you feel good and balance your work and personal life. Take a look as they are specially designed for you and your well-being Ticket Restaurant: €11/day from Monday to Thursday between September and June. Flexible hours for arrival and departure, along with intensive workdays every Friday of the year and during the months of July and August. Hybrid work format: up to 8 days of remote work per month. Office Day: a weekly day at the office with breakfast, coffee, and fruit included. Dynamic and multidisciplinary environment. Activities on key days such as volunteer work, Women & Pride week, Christmas dinner, among others. xsgfvud And last but not least, a fantastic work atmosphere What are you waiting for to let us get to know you?