Client Journey Specialist con discapacidad en Madrid

Fundación Adecco works together with important international company in the HR benefits industry in the Inclusion Plan for PwD.

As a Client Journey Specialist, your next challenge will be to ensure an exceptional customer experience at every stage of the journey by leading the design, management, and transformation of all client interactions. This includes analyzing, designing, and optimizing touchpoints to deliver consistency, empathy, and cross-functional collaboration that drives customer satisfaction and loyalty.

What youll be doing:

- Ensure a consistent, smooth, and impactful omnichannel customer experience across all touchpoints.
- Map, analyze, and optimize customer journeys by identifying friction points and opportunities for improvement.
- Support the execution and tracking of local customer satisfaction programs (e.g., NPS, CSAT, CES) aligned with global measurement models.
- Analyze quantitative and qualitative customer data to generate actionable insights and propose improvements.
- Coordinate initiatives with Marketing, Digital, Product, Sales, and Customer Care teams to enhance processes and customer engagement.
- Design, document, and maintain clear, updated operational processes and procedures, identifying inefficiencies and recommending improvements.
- Communicate process changes effectively to relevant teams, ensuring proper adoption and training in Customer Care.
- Support the rollout of new tools, services, features, or products to enhance the customer experience.
- Participate in innovation projects involving AI, digital channels, and automation to drive continuous improvement.
- Develop periodic dashboards to track the progress and impact of customer experience initiatives.
- Help document and disseminate best practices in customer engagement and experience delivery

ehavioral competencies:

- Empathy and Client Focus: Ability to understand and connect with client needs, emotions, motivations, and friction points.
- Effective Collaboration: Skilled at working with multidisciplinary teams to achieve common goals.
- Results-Oriented Mindset: Focused on driving meaningful actions and delivering measurable outcomes.
- Clear and Persuasive Communication: Experienced in leading presentations, documenting journey maps, and influencing stakeholders effectively.
- Attention to Detail: Ensures precision in documentation, process flow accuracy, and compliance tracking

Experiences:

- Minimum of 3 years in roles related to customer experience, customer care, or digital marketing.
- Hands-on experience with customer service tools and CRM platforms such as Salesforce and Genesys Cloud.
- Knowledge of employee benefits and engagement products, flexible benefits, or similar areas.
Languages: Spanish and English C1(fluent)

Personas con discapacidad: Será necesario disponer de un Certificado de Discapacidad oficial igual o superior al 33% emitido por el organismo público competente.

- A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
- A great culture: People matter a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!
- An empowering environment: Be yourself! We proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.
Work Hybrid pattern: 3 onsite + 2 working from home
Salary: 26k plus 10% bonus
Comprehensive social benefits package

Porque creemos en el Talento y no en las etiquetas estamos comprometidos con la no discriminación por razón de raza, edad, sexo, estado civil, ideología, opiniones políticas, nacionalidad, religión, orientación sexual o cualquier otra condición personal.

Estos son nuestros principios, los que guían nuestra forma de actuar, nuestra forma de ser, de entender y liderar el mercado laboral.

Referencia: d1e9a9ec-6a29-cd75-37f1-ff3a849d976e

Delegación: Fundacion Adecco Madrid Norte