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
0 views 0 saves 0 applications