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Customer Experience Specialist

hace 2 semanas

Barcelona, Barcelona, España AdQualis Human Results A tiempo completo

Job Description:

Importante grupo del sector Servicios, con diversas unidades de negocio, sociedades y más de 1000 personas en plantilla, con sede en Barcelona, precisa incorporar a un/a:

CUSTOMER EXPERIENCE SPECIALIST

Misión:
Como Customer Experience Technician, serás responsable de definir la promesa de experiencia del cliente y asegurar su cumplimiento a través del análisis del Customer Journey, monitoreo de indicadores clave y mejora continua en la ejecución operativa del servicio.

Funciones:

  • Definir la promesa de experiencia del cliente alineada con la estrategia corporativa.
  • Analizar el Customer Journey para detectar puntos críticos y oportunidades de mejora.
  • Evaluar insights de clientes a partir de encuestas, quejas, redes sociales y otros canales.
  • Colaborar con el equipo de Producto para diseñar e implementar mejoras en la experiencia del cliente.
  • Coordinar con proveedores internos y externos para asegurar la correcta ejecución operativa del servicio.
  • Supervisar el cumplimiento de SLAs, tiempos de atención, tasa de abandono, resolución en primer contacto y otros KPIs.
  • Monitorizar indicadores de satisfacción (NPS, CSAT, CES) y liderar iniciativas de mejora continua.
  • Gestionar procesos y seguimiento de casos complejos o de alto impacto.

Requisitos

  • Formación en Marketing, Administración de Empresas o áreas relacionadas.
  • Experiencia de mínimo 2 años en diseño y gestión de la experiencia del cliente.
  • Habilidades de liderazgo, comunicación e influencia para coordinar equipos multidisciplinares y proveedores.
  • Conocimiento profundo en metodologías y herramientas de Customer Experience (Customer Journey Mapping, Service Design, NPS, Design Thinking).
  • Perfil analítico, orientado a la mejora continua y uso avanzado de KPIs.
  • Experiencia con herramientas CRM y plataformas de gestión de reclamaciones y procesos operativos.
  • Dominio alto o nativo de castellano y catalán (imprescindible).