Customer Experience Project Manager - Barcelona, España - EcoVadis

EcoVadis

Empresa verificada

Barcelona, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Company Description:

Work smart, have fun and make an impact_

Our purpose is to guide all companies toward a sustainable world. EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.

Learn more about our team and culture on EcoVadis careers page. If you have questions about the company or open roles you can chat with an insider.

Job Description Objectives**:

Leads the implementation process for Customer Experience Automation across the company and continuously improves it.
Delivers positive impact on the EcoVadis Customer Experience by defining, implementing & leading, in a Customer Centric way, the strategic Customer Experience automation projects & initiatives.
Enhances holistically the EcoVadis Customer Experience analysis by designing, validating and leading the implementation of innovative tools, enabling and promoting datadriven decision making.
Increases efficiency of Customer Experience analysis and insights generation at a 10x rate while creating a transparent bidirectional traceability between the insights and the underlying customer data by leveraging innovative AIbased automation possibilities, such as Large Language Models, more generally Machine Learning models, and so on.
Continuously identifies, validates and implements new improvement opportunities (products & solutions) to enhance the Customer Experience data integration, consumption and actionability.

Qualifications Responsibilities**:

Operationally executes actions, manages projects and leads agile transversal teams, actively contributing to delivering Customer Experience insights through automated data analysis (70% dedication of Time):
Manages full development cycle of the new set of AI-enhanced data analysis tools, from building requirements with the business stakeholders to testing (UAT) the product, up until the final implementation in the existing processes and project closure activities.
Identifies new external tools & vendors and conducts "build vs buy" comparative analysis, based on the requirements and the adaptations to EcoVadis context and specificities.
Followsup on the necessary constant adaptation of the AI tools and manages their maintenance with the development team.
Takes a Leadership role in multiple projects, initiatives, owning the timely deliverable of each
Identifies trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact
Follows the AI industry news and trends related to Customer data analysis and text analysis overall, identifies and proactively proposes new development opportunities.
Whenever possible and desirable, automates existing manual tasks and processes with the help of available tools, providing a temporary solution until the final automation is developed by respective teams.
Drives change management actions related to Customer Experience Automation and datadriven decision making (20% dedication of Time):
Identifies gaps, designs, build and implements specific training
Proactively identifies new or existing projects, across all EcoVadis BUs, that should be included in the CX program
Conducts and documents Continuous process & tools improvement on CX Automation
Provides strategic input to the CX Leader & the OpsCom layer, informing long term EcoVadis CX workflows (10% dedication of Time):
Acts as the main consulting partner defining the overall CX KPIs
Is actively involved in defining EcoVadis CX Vision building and its evangelization
Partners in achieving the overall EcoVadis CX roadmapping process
Partners in defining current and future CX resourcing/budgeting needs

Additional Information Start date:

Asap**Our growing team in Spain is full of talented professionals from various fields who all share a desire to make sustainability real.

We offer competitive salaries and support personal growth from day one. This includes extensive onboarding, teammates' support and a brand new e-learning platform bursting with courses and modules.

So you can learn new skills and fine-tune old ones In return for your expertise and energy, we offer:

Working organization benefits:

Casual and very friendly work environment Hybrid work organization (from the office or from home) Flexible working hours Home office allowance program IT equipment allowance 90 days Working from anywhere policy Opportunity to work in a truly international atmosphere

Compensation benefits:

Base salary + variable compensation plan Meals and Transportation Vouchers (Cobee card)

Wellness and Healthcare benefits:

Health, Wellness, and Dental Benefits Life & Accident Insurance Unlimited and completely confidential sessions with psychologists and online