CX Strategy & Business Operations Intern

papernest; Barcelona; Híbrido; EUR 7800 - 10.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Meals provided

Remote work 1 day per week

International environment

Descripción de la vacante

papernest is offering an internship in CX Strategy & Business Operations based in Barcelona, Spain, starting January 2027 for six months. The role focuses on data-driven decision-making, dashboards, and cross-functional alignment across the company.

You will build dashboards, identify customer journey friction points, and collaborate with managers to adopt new strategies. Fluency in English is required, with Spanish or French a plus, and a Master’s/MBA student is preferred.

Formación

• Enrolled in a Master’s, MBA, or Business School.
• Strong analytical skills and comfort with numbers.
• Fluent English; Spanish or French a plus.

Responsabilidades

• Build and analyze dashboards (SQL, Tableau) to track key KPIs (NPS/CSAT, resolution rate, productivity).
• Identify friction points in the customer journey and propose solutions (automation, process redesign).
• Collaborate with operational managers to ensure adoption of new strategies and drive change.
• Support deployment of new tools and innovative working methodologies for international CX teams.
• Analyze market best practices to keep papernest at the CX forefront.

Conocimientos

Excel proficiency

SQL knowledge

Analytical thinking

English fluency

Independent / proactive

Spanish/French language

Educación

Master's MBA or Business School (pursuing)

Herramientas

Tableau

Descripción del empleo

Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform. We have supported more than 2 million customers across France, Spain, and Italy. Along the way, we have continued to invest in new verticals, establishing papernest as a high‑performing, innovative, and competitive scale‑up in a fast‑growing market. With over 900 employees, we are strengthening our position as a European market leader.

In this role you will:

As a CX Strategy & Business Operations your contributions will create a significant impact by driving data‑driven decision‑making and cross‑functional alignment throughout the company from january 2027 for 6 months.

Your responsibilities :

• Performance Management: You will build and analyze dashboards (SQL, Tableau) to track key KPIs (NPS/CSAT, resolution rate, productivity) for internal surveys.
• Operational Strategy & Voice of the Customer (VoC): You will identify friction points in the customer journey and propose concrete solutions (automation, process redesign).
• Stakeholder Engagement: Collaborate closely with operational managers to ensure the smooth adoption of new strategies and drive organizational change.
• Project Management : Support and assist in the deployment of new tools and innovative working methodologies for our international Customer Experience teams.
• Market Research & Benchmarking: You will analyze best practices in the market to ensure papernest remains at the forefront of CX innovation.

Your profile :

• Educational Background: Currently enrolled in a Master's, MBA, or Business School, or a related field
• Analytical: You're not afraid of numbers. Proficiency in Excel or Google Sheet is a prerequisite; having some knowledge of SQL is a (very big) plus.
• Problem Solver: Faced with a complex problem, you know how to break it down into steps and propose a structured solution.
• Languages: You are fluent in English (international context required). Spanish or French are a plus.
• Mindset: You are independent, proactive, resourceful and eager to learn in a fast‑paced environment.

What We Offer You:

Evolve in an international and inclusive environment: Everyone has a place at papernest, and with over 46 nationalities, it’s common to start a sentence in French and finish it in English or Spanish!

Compensation & Partnerships: your talent deserves to be rewarded! Enjoy a monthly compensation of €800 for your internship. We value every contribution and are committed to offering attractive pay for your efforts and dedication. With your papernest badge, you will also have access to various partner services (restaurants, wellness centers, mobility, etc.).

Meals: a healthy and balanced breakfast is provided every Friday!

Career Development: "coffee-and-photocopy" interns don't exist here! As a full member of the team, you are here to learn, but also to share your ideas and implement projects. You’ll be supported throughout your journey to maximize your skills and prepare for your future.

Remote Work: enjoy 1 day of remote work per week to optimize your focus and efficiency.

Hiring Process:

• First call with a Talent Acquisition specialist (30 minutes)
• Second interview with Nawelle, Head of Customer Care
• Business case
• Last step with Nawelle(1h)

Interested in this challenge?

Regardless of your age, gender, background, religion, sexual orientation, or disability, there’s a place for you with us. Our selection processes are designed to be inclusive, and our work environment is adapted to everyone’s needs.

We particularly encourage applications from women. Even if you feel that you don’t meet all the criteria outlined in this job posting, please know that every application is valuable. We strongly believe that diverse and varied backgrounds enrich our team, and we will carefully consider your application. Parity and diversity are essential assets to our success.