papernest, a European scale‑up with a strong Barcelona footprint, seeks a Customer Experience leader to drive premium service and operational excellence. You will translate strategy into KPIs, analyse feedback, and escalate complex issues to ensure a consistently outstanding customer journey. You will coach team leaders and shape a high‑performing CX culture across multiple markets. The role demands 3–4 years in customer care leadership, fluency in French and Spanish, and strong data skills.