Customer Experience Specialist

Customer Experience Specialist page is loaded## Customer Experience Specialist locations:
Spain - Cornella de Llobregattime type:
Kokopäiväinenposted on:
Julkaistu tänäänjob requisition :
JR018399

Ota askel eteenpäin ja anna Edenredin yllättää sinut.

Toimitamme joka päivä innovatiivisia ratkaisuja, jotka parantavat miljoonien ihmisten elämää ja yhdistävät työntekijät, yritykset ja kauppiaat ympäri maailmaa.

Tiedämme, että sinulla on sata tapaa kasvaa. Meillä voit laajentaa taitojasi monikulttuurisessa, haastavassa ja dynaamisessa ympäristössä.
** Uskalla liittyä Edenrediin ja valmistaudu kukoistamaan globaalissa yrityksessä, joka tarjoaa sinulle loputtomasti mahdollisuuksia.
** Edenredissä on kyse meritokratiasta. Tulet sellaisena kuin olet ja annat panoksesi. Edenred-konserni tunnustaa, rekrytoi ja kehittää kaikkia kykyjä ja erityispiirteitä.Olemme sitoutuneet estämään kaikenlaisen syrjinnän ja tarjoamaan kaikille hakijoillemme yhtäläiset mahdollisuudet sukupuolesta ja sukupuolen ilmaisusta, vammaisuudesta, alkuperästä, uskonnollisesta vakaumuksesta ja seksuaalisesta suuntautumisesta tai muista kriteereistä riippumatta.

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.

Your main responsibilities will include:
* Lead customer research activity, gathering feedback to identify needs, expectations and opportunities for improvement. 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.
* Analyze and optimize 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…).
* Stay updated on industry trends and best practices to continuously innovate and maintain a competitive edge. 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.

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