Miravia-customer Experience Project Manager-madrid - Madrid, España - Alibaba

Alibaba

Empresa verificada

Madrid, España

hace 2 días

Publicado por:

Isabel García

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Basic Infomation

Department:
Alibaba Group

Degree:
Bachelor

Work Experience:
3 year

Responsibilities:
Deep understanding and analysis of the information collected from the Voice of Customer program to identify root causes
Identify and define initiatives in the different stages of the Customer Journey together with the internal teams, with an impact on customer experience and internal efficiency, in search of continuous improvement
Develop and implement the CX initiatives project plan. Defining projects scopes and goals, a detailed project plan to track progress and the associated business case
Responsible for developing prototypes for customer validation
Measure the project performance taking into consideration the impact in NPS and other internal metrics
Ensure all projects are delivered on time, within scope and within budget
Develop and implement customer journey maps, ensuring a seamless and delightful experience at every touchpoint
Manage the CX Governance program with the CX ambassadors, key employees from each business area
Identify new opportunities or functionalities according to the needs of the customer and the business and translate them into project plans and realities
Detect "Best Practices" in the market regarding CX and seek adaptation to our company
Use of disruptive methodologies (Design Thinking, Lean, Scrum, Agile, etc) for the initiative design to improve Customer Experience
Act as the voice of the customer within the organization, advocating for customercentric decisions and processes.

Position Requirement

Qualifications & Skills
Native or Bilingual Spanish, Business proficiency English
Bachelor ́s degree in engineering, computer science, business, or a related field
Proven experience (3 years) in customer experience management, with a focus on VoC insights and project management.
Experience/knowledge of Customer Experience Improvement tools: Voice of Customer (VoC) programs and analysis methodologies (Customer Journeys, Customer Personas, etc.).
Proficient in Microsoft Office, Certification in Project Management (PMP) preferred
Strong familiarity with project management software tools, methodologies, and best practices
Strong analytical skills with the ability to interpret data and translate it into actionable strategies.
Ability to synthesize and carry out Story Telling to transmit the results of the analyses carried out at different organizational levels.
Excellent communication and interpersonal skills, with the ability to work effectively across diverse teams.
Customercentric mindset, good team player, and embrace a collaborative and open working culture.
Ability to thrive in a fastpaced, rapidlychanging business, and within ambiguity in a matrix environment.