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Miravia-customer Experience Project Manager-madrid
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**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 impact on customer experience and internal efficiency, in search of continuous improvement - Develop and implement the CX initiatives project plan. Defining projects scopes and goals, a detailed project plan to track progress and the associated business case - Responsible for developing prototypes for customer validation - Measure the project performance taking into consideration the impact in NPS and other internal metrics - Ensure all projects are delivered on time, within scope and within budget - Develop and implement customer journey maps, ensuring a seamless and delightful experience at every touchpoint - Manage the CX Governance program with the CX ambassadors, key employees from each business area - Identify new opportunities or functionalities according to the needs of the customer and the business and translate them into project plans and realities - Detect “Best Practices” in the market regarding CX and seek adaptation to our company - Use of disruptive methodologies (Design Thinking, Lean, Scrum, Agile, etc) for the initiative design to improve Customer Experience - Act as the voice of the customer within the organization, advocating for customer-centric decisions and processes.
**Position Requirement**
- Qualifications & Skills - Native or Bilingual Spanish, Business proficiency English - Bachelor´s degree in engineering, computer science, business, or a related field - Proven experience (3 years) in customer experience management, with a focus on VoC insights and project management. - Experience/knowledge of Customer Experience Improvement tools: Voice of Customer (VoC) programs and analysis methodologies (Customer Journeys, Customer Personas, etc.). - Proficient in Microsoft Office, Certification in Project Management (PMP) preferred - Strong familiarity with project management software tools, methodologies, and best practices - Strong analytical skills with the ability to interpret data and translate it into actionable strategies. - Ability to synthesize and carry out Story Telling to transmit the results of the analyses carried out at different organizational levels. - Excellent communication and interpersonal skills, with the ability to work effectively across diverse teams. - Customer-centric mindset, good team player, and embrace a collaborative and open working culture. - Ability to thrive in a fast-paced, rapidly-changing business, and within ambiguity in a matrix environment.
