Customer Experience Specialist
Octopus Energy Group
Revolucionamos la energía para cambiar el mundo En Octopus Energy , no somos una eléctrica tradicional. Somos un equipo de personas apasionadas que trabaja cada día para hacer que la energía sea 100% renovable, accesible y justa para todos . Creemos en la tecnología y la innovación como motores del cambio . Queremos transformar la forma en que el mundo consume energía, eliminando barreras, simplificando procesos y ofreciendo un servicio más humano y transparente. Por esto mismo, nuestro compromiso es claro: la energía limpia debe ser la norma, no la excepción . Para lograrlo, combinamos sostenibilidad con un enfoque centrado en las personas, impulsando un servicio excepcional y construyendo un equipo increíble que comparte nuestra visión. Pero nada de esto sería posible sin personas como tú. Para seguir creciendo y transformando el mercado, buscamos talento con ganas de marcar la diferencia. Si quieres formar parte de este cambio, aportar tu energía y ayudar a construir un futuro más verde. ¿Qué estamos buscando? Buscamos un/a Customer Experience Specialist para unirse a nuestro equipo de Marketing y ayudarnos a diseñar, liderar y mejorar continuamente el journey completo del cliente, tanto en canales de comunicación, como en procesos operativos, asegurando una experiencia coherente, simple y memorable. Trabajar de forma transversal con los diferentes equipos para eliminar fricciones, mejorar procesos y reforzar la satisfacción y confianza del cliente. Si te apasiona la tecnología renovable, te gusta trabajar en campo y quieres formar parte de una empresa en plena expansión, ¡esta es tu oportunidad! Lo llamamos el ‘Efecto Octopus’. Trabajar en Octopus Energy significa formar parte de una compañía donde la cultura y las personas son lo más importante. Apostamos por la flexibilidad y la conciliación. Queremos que desarrolles tu potencial al máximo. Creemos en un modelo energético más justo y sostenible. ¡Te estamos esperando! ¿Qué harás en tu día a día? Gestión integral del Customer Journey: Mapear y optimizar el viaje completo del cliente desde onboarding hasta renovación y recomendación. Identificar fricciones, ineficiencias y oportunidades de mejora en procesos, comunicación y canales. Asegurar coherencia entre experiencia digital, atención al cliente, facturación y comunicación. Colaboración con diferentes áreas de la compañía Trabajar con producto para definir funcionalidades centradas en necesidades reales del cliente. Colaborar estrechamente con los equipos de Atención al Cliente y ventas para que la experiencia sea coherente, empática y excepcional. Transformar el feedback diario en ideas y mejoras que simplifiquen la vida de los clientes. Colaborar con diseño y UX/UI para testear y mejorar usabilidad, lenguaje y experiencia completa del cliente. Voice of Customer (VoC) Analizar insights de NPS, CSAT, tickets, encuestas y redes sociales. Convertir feedback en reportes accionables para los equipos implicados. Coordinar sesiones de escucha, entrevistas y pruebas con clientes. ¿Qué necesitas para brillar en este rol? Más de 5 años de experiencia en Customer Experience, Journey Design o Service Design. Conocimientos avanzados en métricas de experiencia, análisis de datos, investigación cualitativa y mejora de procesos. Capacidad de liderazgo transversal, pensamiento estratégico, organización y comunicación con stakeholders. Lo que ofrecemos Ubicación: Valencia. Modalidad: Híbrida. Horario: 40h semanales - Jornada Completa. Beneficios extra Share options de Octopus Energy. Desayuno y fruta en la oficina. Retribución flexible (comida, transporte, guardería, seguro médico...). Ayudas para la compra de vehículos eléctricos. Plan de pensiones. Formación en producto y desarrollo profesional. Ambiente dinámico, cercano y divertido. Eventos: Family Dinner y muchas más experiencias en equipo. Por qué te gustará estar aquí En Octopus Energy, hacemos las cosas diferentes. Creemos en un entorno laboral donde puedas ser tú mismo/a, desarrollarte profesionalmente y sentirte parte de un equipo que realmente quiere cambiar el mundo. Somos un Great Place to Work! En Glassdoor, hemos sido reconocidos como una de las 50 mejores empresas para trabajar y nuestra cultura ha sido destacada en múltiples ocasiones. Si quieres conocer más sobre cómo trabajamos, escucha a nuestro CEO en este podcast sobre nuestra cultura y valores. ¿Te unes al cambio? Si quieres formar parte de este proyecto y ayudar a construir un futuro más verde, ¡envíanos tu candidatura! Adjunta tu CV y, si tu perfil encaja, nos pondremos en contacto contigo. ¡Estamos deseando conocerte! #J-18808-Ljbffr Octopus Energy Group
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