Descripción de la vacante
Permanent contract
Spain
Customer Experience & Journey Standards Manager en España is listed on Jobeax. Browse 80,000+ vacancies available.
This job was automatically translated to English, .
At #OKMobility we continue to grow and, to keep enhancing our customers' experience, we are looking to incorporate a Customer Experience & Journey Standards Manager at our corporate headquarters in Palma de Mallorca.
Your mission will be to design, govern, and optimize the end-to-end customer experience across the entire OK Mobility network (owned and franchised), ensuring a consistent, efficient experience aligned with brand standards at every touchpoint. You will also be responsible for turning the
💼 What will you do on a day-to-day basis?
Design and evolve the end-to-end customer journey, identifying improvement opportunities at every stage of the experience.
Identify friction points and propose solutions that continuously enhance the customer experience.
Design new processes and customer-centric experiences, ensuring alignment with the company's strategy.
Define customer service standards and service recovery protocols across the entire network.
Ensure a consistent experience across all touchpoints, both in own stores and franchised ones.
Define, monitor, and analyze the main customer experience KPIs (NPS, CSAT, wait times, handling times, issue resolution, post-service satisfaction, among others).
Lead cross-functional projects aimed at improving the customer journey, collaborating with the different areas of the company.
Coordinate initiatives with Operations, Quality, and other business areas to ensure the viability of implemented improvements.
Transform customer feedback into concrete actions that drive structural improvements in the service model.
Monitor compliance with experience standards and measure the impact of implemented initiatives.
✅ What do you need to join the team?
University degree in Business Administration, Marketing, Tourism, Engineering, Psychology, or a related field.
At least 4-5 years of experience in roles related to Customer Experience, Customer Journey, Service Design, Quality, or Continuous Improvement.
Experience leading cross-functional projects with impact on business and customer experience.
Knowledge of Customer Journey Mapping, Design Thinking, Service Design, or Lean methodologies.
Experience working with customer experience metrics such as NPS, CSAT, or similar.
High analytical capacity and orientation towards continuous improvement based on data.
Excellent communication, influence, and stakeholder management skills.
Advanced level of English.
En #OKMobility seguimos creciendo y, para seguir elevando la experiencia de nuestros clientes, buscamos incorporar en nuestra sede corporativa de Palma de Mallorca un/a Customer Experience & Journey Standards Manager.
Su misión será diseñar, gobernar y optimizar la experiencia de cliente de principio a fin en toda la red de OK Mobility (propia y franquiciada), garantizando una experiencia homogénea, eficiente y alineada con los estándares de la marca en todos los puntos de contacto. Además, será responsable de transformar la voz del cliente en mejoras estructurales que impulsen la satisfacción, la fidelización y la excelencia operativa.
💼 ¿Qué harás en tu día a día?
Diseñar y evolucionar el customer journey end-to-end, identificando oportunidades de mejora en todas las etapas de la experiencia.
Detectar puntos de fricción y proponer soluciones que mejoren la experiencia del cliente de forma continua.
Diseñar nuevos procesos y experiencias centradas en el cliente, asegurando su alineación con la estrategia de la compañía.
Definir los estándares de atención al cliente y los protocolos de service recovery para toda la red.
Garantizar una experiencia consistente en todos los puntos de contacto, tanto en stores propias como franquiciadas.
Definir, monitorizar y analizar los principales KPIs de experiencia de cliente (NPS, CSAT, tiempos de espera, tiempos de atención, resolución de incidencias, satisfacción post-servicio, entre otros).
Liderar proyectos transversales orientados a la mejora del customer journey, colaborando con las diferentes áreas de la compañía.
Coordinar iniciativas junto a los equipos de Operaciones, Calidad y otras áreas de negocio para asegurar la viabilidad de las mejoras implantadas.
Transformar el feedback de clientes en acciones concretas que impulsen mejoras estructurales en el modelo de servicio.
Realizar seguimiento del cumplimiento de los estándares de experiencia y medir el impacto de las iniciativas implementadas.
✅ ¿Qué necesitas para unirte al equipo?
Titulación universitaria en ADE, Marketing, Turismo, Ingeniería, Psicología o similar.
Experiencia de al menos 4-5 años en posiciones relacionadas con Customer Experience, Customer Journey, Service Design, Calidad o Mejora Continua.
Experiencia liderando proyectos transversales con impacto en negocio y experiencia de cliente.
Conocimiento de metodologías de Customer Journey Mapping, Design Thinking, Service Design o Lean.
Experiencia trabajando con indicadores de experiencia de cliente como NPS, CSAT o similares.
Alta capacidad analítica y orientación a la mejora continua basada en datos.
Excelentes habilidades de comunicación, influencia y gestión de stakeholders.
Nivel alto de inglés.
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