Customer Experience & Engagement Professional

at  EDP PT

País/região: PT
Cidade: Lisboa
Empresa: E-REDES
Networks Platform is looking for a motivated person to join our Customer Experience team. This team is responsible for improving the customer experience through five areas of focus: Continuous Improvement, Analytics & Reporting, Communications, Knowledge, and Digital. The position entails defining and managing the Digital roadmap, aligned with continuous improvement needs. We value innovation, excellence, and continuous improvement in all aspects of our business.
Our company is part of EDP, a global energy group present in around 30 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.

WHAT ARE WE LOOKING FOR:

• Master’s or bachelor’s degree in Management, Marketing, Computer Engineering, Electrical Engineering, Computer Science, or another field relevant to the role;
• Up to 5 years of professional experience;
• Proven experience in managing digital projects or similar roles, with a focus on customer experience;
• Strong analytical skills and the ability to interpret data to make informed decisions;
• Experience with Agile methodology (Confluence and Jira);
• Excellent communication skills and the ability to work in a team;
• Proactivity and motivation to identify and implement continuous improvements;
• Experience in process automation and digitalization;
• Knowledge of SAP, LEAN and KAIZEN is a plus Problem solving and getting things done mindset.
  More than academic knowledge and technical skills, we are looking for ambitious people who are enthusiastic about the future and who bring human skills aligned with our purpose.

• Define and manage the company’s Digital roadmap, aligned with continuous improvement needs and strategic objectives;
• Develop and implement self-care services for customers through digital channels, ensuring process improvement and automation/digitalization;
• Ensure the definition, planning, development, and calculation of the Business Case for digital deliverables;
• Maintain the quality of digital channels after production launch, identifying improvement points and ensuring the evolution of functionalities;
• Collaborate with different stakeholders to identify and prioritize business process needs and improvements;
• Define indicators in Google Analytics to monitor new functionalities and gain insights on them;
• Analyze data and reports to monitor the performance of digital channels and identify areas for continuous improvement.
  Employment type: Full-Time
  Work site: Hybrid Model