Customer Experience Specialist
hace 7 días
Edenred, a company recognized as one of the “100 best companies to work for in Spain” in 2024 and certified as aGreat 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. Overview 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. Responsibilities 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. Analyse and optimise 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…). 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. Qualifications 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. English is a must. Good presentation skills to senior executives. Self‑organization, priorisation and planning skills. Flexible mindset, proactivity and passion about customer experience in digital ecosystems. Benefits 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. Activities on key days such as volunteer work, Women & Pride week, Christmas dinner, among others. © 2024 Edenred. Equal Opportunity Employer. All rights reserved. #J-18808-Ljbffr
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