Client Journey Specialist

Permanent Regular

Job Description:

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.

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. This includes analyzing, designing, and optimizing touchpoints to deliver consistency, empathy, and cross-functional collaboration that drives customer satisfaction and loyalty.

What you'll be doing:

• Ensure a consistent, smooth, and impactful omnichannel customer experience across all touchpoints.

• Map, analyze, and optimize customer journeys by identifying friction points and opportunities for improvement.

• 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.

• Design, document, and maintain clear, updated operational processes and procedures, identifying inefficiencies and recommending improvements.

• Communicate process changes effectively to relevant teams, ensuring proper adoption and training in Customer Care.

• Support the rollout of new tools, services, features, or products to enhance the customer experience.

• Participate in innovation projects involving AI, digital channels, and automation to drive continuous improvement.

• Develop periodic dashboards to track the progress and impact of customer experience initiatives.

• Help document and disseminate best practices in customer engagement and experience delivery

You're a match
Technical Competencies:

Customer Journey Management: Knowledgeable in designing, managing, and documenting customer journeys to identify gaps and opportunities.

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:

Empathy and Client Focus:Ability to understand and connect with client needs, emotions, motivations, and friction points.

Effective Collaboration:Skilled at working with multidisciplinary teams to achieve common goals.

Results-Oriented Mindset:Focused on driving meaningful actions and delivering measurable outcomes.

Clear and Persuasive Communication:Experienced in leading presentations, documenting journey maps, and influencing stakeholders effectively.

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.

Knowledge of employee benefits and engagement products, flexible benefits, or similar areas.

Languages:
Spanish and English (fluent)

Your location
Madrid

Happy at work
1) A meaningful job: Be the change Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) A great culture: People matter – a lot Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun
3) An empowering environment: Be yourself At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.

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