Client Experience Lead

ADP; Barcelona; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading global provider of human capital management is looking for a Customer Experience/NPS Lead in Barcelona. This hybrid role requires analyzing client feedback to enhance services. Responsibilities include leading NPS programs, collaborating with teams, and expanding client journey mapping. Candidates should have analytical skills, client journey experience, and a business degree.

Formación

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

Responsabilidades

• Expand Client Journey mapping and analyze pain points.
• Lead NPS programs from survey launching to analysis and action.
• Collaborate with teams to identify pain points and monitor initiatives.

Conocimientos

Data driven and analytical skills

Client Journey and process mapping

NPS knowledge

Excel

Power BI

Presentation

Effective communication

Team player

Flexible attitude

Educación

University Business Degree

Herramientas

Excel

Power BI

Descripción del empleo

Description

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

• 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