Client Experience Lead

Role Overview:

 

We are looking for a Customer Experience/NPS Lead to expand our measurement and action efforts, partnering across our Global Payroll team.

 

This role is based out of our Barcelona office and is hybrid working - 3 days in office and 2 days from home.

 

If you are passionate about Client Centric organizations and analyze and act based on Client feedback to deliver best in class services, this opportunity might be for you.

 

What you’ll do: Responsibilities

• Expand Client Journey mapping and analyze pain interactive points and key experience metrics
• Lead NPS programs (from launching of the survey until collecting, analyzing and assessing feedback and actions)
• Analyze journey mappings and NPS feedback to trigger actions with the different Global Payroll business areas
• Collaborate with cross functional teams to identify pain points, root cause, solutions and monitor initiatives to integrate customer feedback
• Support reporting and presentations on results and initiatives
• Work with ESI NPS parties to share and leverage best practices across programs

 

TO SUCCEED IN THIS ROLE: Requirements

• Experience in process & data analysis, program/project and KPI reporting, facilitate across different stakeholders initiatives

       Skills required:

• Data driven and analytical skills
• Client Journey and process mapping is desirable
• NPS knowledge (general background)
• Excel, Power BI, Presentation
• Integrity, responsibility, accountability
• Effective communication
• Team player
• Flexible attitude

Preferred Qualifications:

• University Business Degree
• Previous experience as Business Consultant or Project Management Role
• Lean Six Sigma is a plus