ESG Expert_Quality & Customer Experience
Telefonica is committed to making a positive impact on the environment and the society through its operations and commercial solutions. We are looking for a smart, hard-working, and a go-getting individual to join the team and help Telefonica to meet its purpose “To make our world more human by connecting lives ”.
General Description
* The open position is within the ESG Customer and Business Development team which is one of the 4 areas reporting into Telefonica’s Chief Sustainability Officer. The goals of this ESG area are the following: to support Telefonica commercial units promoting our sustainability value proposition, to track the voice of customers (customer experience, satisfaction, new ESG demands & concerns), to measure the socio-economic impact, and to foster sustainable innovation.
* To do this, we must have a transversal vision and knowledge on ESG and customer experience topics, and skills to communicate and translate ESG technical information to commercial words.
* The applicant will play a key role in this mission driving internal projects that will focus on customer experience satisfaction and ESG matters.
Main functions
The expert will manage projects to within ESG Customer & Business Development team related to the following topics:
* Monitoring, consolidating and supervising customer experience satisfaction processes across Telefonica international footprint in Europe and Latin America.
* Evolving the quality models and processes to improve satisfaction and identify gaps and areas for improvement. Explanation of variations in indicators and promoting corrective initiatives.
* Provide customer experience measurement methodological support and Manual of Quality Indicators update.
* Following up customer experience improvement plans. To provide support to the areas that require customer quality metrics and collaborating in annual internal and external audit processes.
* Managing ESG certifications such as ISO 26000.
* Adapting internal processes to new ESG European regulations (CSRD) for end users & customers.
Qualifications
* Customer Experience specific qualifications, MBA or a Master in Sustainability would be highly valued.
Languages
* Spanish.
* Fluency in English is required (C1).
* Desirable: Portuguese and/or German
Experience
* 3+ years of experience managing cross functional projects and/or analytical roles.
* Customer experience and/or market research background.
* Previous experience in Management Systems and ISO standards
* Understanding of the Telecommunication sector and sustainability background would be valuable.
* Knowledge of regulatory environment (EU-level initiatives on sustainability matters; reporting obligations etc.) would be recognized.
Skills
* Analytical skills including ability to identify gaps and opportunities for new projects and programs.
* Excellent project management skills with ability leading international projects in a complex organizational environment, with people from other regions and cultures.
* Great communication skills - ability to translate ideas into clear, and capacity to field difficult questions.
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