We are EDP, a integral energy company present in around 29 markets with a particular emphasis on renewable energies. With more than 45 years of experience, we have been consolidating a relevant presence on the world energy scene based on the commitment to be all:green by 2030, leading the energy transition. With more than 13,000 employees around the world, we are committed to using our energy and heart to drive a better tomorrow.The Customer Experience Senior Specialist role is primarily responsible for leading a team dedicated to optimizing the experience of EDPs business customers, representing approximately 300,000 clients, throughout their end:to:end journey. This role combines a strong focus on data analytics, the management of cross:functional transformation projects, and the development of continuous improvement initiatives aimed at enhancing customer experience and business outcomes.This professional will be responsible for transforming customer knowledge and insights into concrete actions that contribute to resolving pain points, improving satisfaction, increasing retention, and creating differentiated customer experiences. We are looking for a highly analytical and results:oriented individual with strong critical thinking skills, capable of identifying improvement opportunities, designing high:impact solutions, and leading their implementation in collaboration with different business areas and stakeholders. The role will have an Iberian scope, being responsible for managing and evolving the experience of business customers across Portugal and Spain, ensuring a consistent and aligned approach between both markets.Main responsibilities: stylemargin:bottom:0.0cm; Margin:top:0.0px::Identify opportunities to simplify processes and enhance the customer experience, ensuring an appropriate balance between customer impact and business value.:Analyze customer feedback and satisfaction metrics,



including Voice of Customer (VoC) insights, to identify the key drivers of customer dissatisfaction and correlate them with operational indicators such as lead time, first call resolution, churn, and others.:Manage customer experience transformation projects across Portugal and Spain, ensuring alignment among cross:functional teams and the achievement of defined objectives.:Monitor the implementation of initiatives and measure their outcomes, through business performance and customer satisfaction indicators.:Define and continuously evolve the customer listening strategy, including customer journey touchpoints, contact channels, segmentation criteria, and key performance indicators to be monitored.:Develop and enhance customer personas and profiling models, complementing existing segmentation approaches and fostering a deeper understanding of the needs, behaviors, and expectations of different customer groups, supporting the design of differentiated customer experience and communication strategies that are consistent across markets.:Lead the communication strategy for business customers, ensuring message consistency, contextual relevance, and alignment with EDP's values, with the objective of delivering a distinctive customer experience throughout the entire customer journey.:Ensure close collaboration with Front Office, Sales Channels, Account Management, Brand, Communications, Marketing, and Digital teams, to effectively implement defined initiatives and guarantee a consistent customer experience.:Lead, develop, and support the team, fostering a culture of continuous improvement, customer centricity, and results orientation.Employment type:Full:TimeWork site:Hybrid ModelWhat are we looking for:stylemargin:bottom:0.0cm; Margin:top:0.0px::Bachelors or Masters degree in Management, Economics, Marketing, Engineering, or a related field:5:7 years of relevant professional experience in customer experience, strategy consulting, m

📌 Customer Experience Senior Specialist (Zamora)
🏢 Jobtome
📍 Zamora