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Client Journey Specialist page is loaded## Client Journey Specialistremote type: Hybridelocations: Madridtime type: Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.** Your next challenge**Ensure an exceptional customer experience at every stage of the journey by leading the design, management, and transformation of all client interactions. Support the execution and tracking of local customer satisfaction programs (e.g., NPS, CSAT, CES) aligned with global measurement models.* Analyze quantitative and qualitative customer data to generate actionable insights and propose improvements.* Coordinate initiatives with Marketing, Digital, Product, Sales, and Customer Care teams to enhance processes and customer engagement.* Communicate process changes effectively to relevant teams, ensuring proper adoption and training in Customer Care.* Participate in innovation projects involving AI, digital channels, and automation to drive continuous improvement.* Data Analysis and Metrics:** Skilled in analyzing survey results, contact center data, and open feedback. Experience working with KPIs such as NPS, CSAT, and CES to translate data into actionable insights.**CRM and Digital Tools Proficiency:** Proficient with CRM platforms such as Salesforce, Genesys, and various web platforms. Familiar with digital technologies and AI tools including chatbots and web analytics.**Dashboard Creation and Reporting:** Ability to create, manage, and present customer experience dashboards using Excel and other visualization tools.**Cross-functional Collaboration:** Experienced in collaborating with teams across Product, Digital Marketing, Sales, and Contact Center to drive customer experience initiatives**Behavioral competencies:****Effective Collaboration:**Skilled at working with multidisciplinary teams to achieve common goals.**Attention to Detail:**Ensures precision in documentation, process flow accuracy, and compliance tracking**Experiences:** Minimum of 3 years in roles related to customer experience, customer care, or digital marketing.Hands-on experience with customer service tools and CRM platforms such as Salesforce and Genesys Cloud.Languages:** Spanish and English (fluent) ** Your location** Madrid Happy at work 1) A meaningful job: Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
