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 :

Reporting directly to the Head of Customer Experience, you will have a cross-functional and analytical role:

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

📌 CX Strategy (Barcelona)
🏢 papernest
📍 Barcelona