4h ago

Customer Experience Excellence Specialist

Madrid
full-timemid Hybridmobility

Description

You will design and evolve the customer service model globally, defining service frameworks and key operations to ensure a consistent, high-quality experience across all touchpoints. You'll lead strategic CEX projects, coordinate cross-functional teams, drive automation and AI adoption, and analyze KPIs to translate insights into improvements.

Requirements

  • Aligned with company values and brand image
  • Strong communication and influence skills for cross-team collaboration
  • Project planning and management capabilities
  • Analytical and data-oriented mindset
  • Structured problem-solving with practical and creative approach

Responsibilities

  • Define and evolve customer service model across all touchpoints and markets
  • Lead strategic CEX projects coordinating Product, Operations, Contact Center and Tech
  • Identify and develop automation use cases and optimize existing automations
  • Use AI for data analysis, opportunity detection, process design and efficiency improvement
  • Act as bridge between global vision and local execution ensuring cross-functional alignment
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