Customer Experience Specialist

Who we are?

We are Holaluz and we were born to change the world.

You and the planet are what moves us to be who we are and to do what we do. In this video, Carlota Pi, one of the three founders of Holaluz, tells you more about it.

Our desire to do things differently has brought us to lead the transformation of the energy sector. Because:

• We only sell 100% renewable electricity.
• Thanks to leveraging the use of technology, we offer you personalized products and rates that allow you to save money.
• We put you at the center of all our decisions.

There’s more of us wanting to change things. At Holaluz we want to turn every square meter of the roofs into inexhaustible sources of renewable energy for more than 40 million people and at no cost to you.

So that no matter where you live, whether or not you have your own roof, you can be part of the change just by joining Holaluz's 100% green energy.

All the energy we need is up there. It is ours; it is clean, and it is inexhaustible.

Can you help us connecting people to 100% green energy💡💚?

What will you do?

To take our Customer Experience to the next level and to make it happen! Using your innovative mind in the actioning of customer insights, on your own and by facilitating others the innovation process, to define and implement successful customer experiences.

Your challenge:

• Promote the vision of Customer Centricity in the organization.
• Detect the needs of users and customers, validating problems and discovering insights that can be activated so that they build a relevant, viable and innovative customer experience, aligned with the purpose of Holaluz.
• Detection of pain points and MOT that create dissatisfaction and satisfaction.
• Mapping the customer experience in all phases of the Customer Journey at 2 levels: definition of the CJ AS IS and design of the CJ To Be.
• Generate journey maps, user flows and interactions with customers through different devices and channels. Detect expectations-creating, hygienic and motivational steps.
• Propose solutions that ensure an excellent customer experience, ensuring that product decisions always take into account the voice of the customer so that the product / service meets their real needs.
• Work with product managers, UX, product designers, and engineers to define problems and goals, create prototypes, and launch new products and services.
• Able to adapt the information architecture and key message to different channels (digital, physical, telephone…. ) and devices (apps, mobile…).

How will you do it?

One of our values is #KeepRowing, meaning that teamwork and team alignment is essential to be able to move forward and meet our shared objectives.

At Holaluz we have built a robust and constantly iterating organizational system, which allows us to adapt to the constant changes demanded by the sector and to achieve the purpose we pursue, using various methodologies, including SCRUM. At Holaluz, meetings and decisions are made collaboratively, feedback flows 🤟 between the different teams and support between people is promoted.

Where will you do it?

Another way of #KeepRowing is rowing all together in perfect synchronization and towards a common goal, and what a better place to do it than in our offices in Barcelona, just 200 meters from the sea 🌊. This exceptional location next to the beach is perfect for a break with a dip and to put into practice another of our #HaveFun values.

Requirements

What do we need?

• Experience in CX (6 – 10 years)
• Able to design Customer Journey mapping.
• Used to design experiences in digital channels fundamentally web, apps and customer zone.
• Knowledge of innovation methodologies acting as facilitator in co-creation sessions.
• You are good identifying and triggering customer insights.
• Communications: information architecture, copys... Story telling: key message and RTB.
• Previous role as Product Manager or Brand Manager.
• Experience in strategic marketing, brand building and definition of customer segments.
• Used to working transversally in organizations at very different levels of experience and areas

Desirable but not mandatory experience:

• Experience in the Energy market

Benefits

What do we offer?

Another of the values that characterizes us at Holaluz is #EsPosible (“It’s Possible”). Therefore, we offer a series of measures so that you can develop yourself 360º and achieve everything you set out to do,