Description/Objectives: Leads the implementation process for Customer Experience Automation across the company and continuously improves it. Delivers positive impact on the EcoVadis Customer Experience by defining, implementing & leading, in a Customer Centric way, the strategic Customer Experience automation projects & initiatives. Enhances holistically the EcoVadis Customer Experience analysis by designing, validating and leading the implementation of innovative tools, enabling and promoting data-driven decision making. Increases efficiency of Customer Experience analysis and insights generation at a 10x rate while creating a transparent bi-directional traceability between the insights and the underlying customer data by leveraging innovative AI-based automation possibilities, such as Large Language Models, more generally Machine Learning models, and so on. Continuously identifies, validates and implements new improvement opportunities (products & solutions) to enhance the Customer Experience data integration, consumption and actionability. Qualifications/Responsibilities: Operationally executes actions, manages projects and leads agile transversal teams, actively contributing to delivering Customer Experience insights through automated data analysis (70% dedication of Time): Manages full development cycle of the new set of AI-enhanced data analysis tools, from building requirements with the business stakeholders to testing (UAT) the product, up until the final implementation in the existing processes and project closure activities. Identifies new external tools & vendors and conducts "build vs buy" comparative analysis, based on the requirements and the adaptations to EcoVadis context and specificities. Follows-up on the necessary constant adaptation of the AI tools and manages their maintenance with the development team. Takes a Leadership role in multiple projects, initiatives, owning the timely deliverable of each. Identifies trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact. Follows the AI industry news and trends related to Customer data analysis and text analysis overall, identifies and proactively proposes new development opportunities. Whenever possible and desirable, automates existing manual tasks and processes with the help of available tools, providing a temporary solution until the final automation is developed by respective teams. Drives change management actions related to Customer Experience Automation and data-driven decision making (20% dedication of Time): Identifies gaps, designs, build and implements specific training. Proactively identifies new or existing projects, across all EcoVadis BUs, that should be included in the CX program. Conducts and documents Continuous process & tools improvement on CX Automation. Provides strategic input to the CX Leader & the OpsCom layer, informing long term EcoVadis CX workflows. Partners in achieving the overall EcoVadis CX roadmapping process. Partners in defining current and future CX resourcing/budgeting needs. Additional Information: Start date: Asap Our growing team in Spain is full of talented professionals from various fields who all share a desire to make sustainability real. We offer competitive salaries and support personal growth from day one. This includes extensive onboarding, teammates' support and a brand new e-learning platform bursting with courses and modules so you can learn new skills and fine-tune old ones! In return for your expertise and energy, we offer: Working organization benefits: Casual and very friendly work environment Hybrid model (4 times per month in the office) Flexible working hours Home office allowance program IT equipment allowance Working from anywhere policy Opportunity to work in a truly international atmosphere Compensation benefits: Base salary + variable compensation plan GRSP and TFSA matching program available Meals and Transportation Vouchers (Cobee card) Wellness and Healthcare benefits: Health, Wellness, and Dental Benefits More: Employee referral bonus policy Paid employee volunteer day Paid moving day (1/year) Access to online learning library Virtual and in-person team building events Co-working space with various services + opportunity to work in different locations (Europe and International) Our hiring team looks forward to reviewing your CV, with a guaranteed response to every application. A new job with purpose awaits you. You can be part of an awesome team and make sustainability real! Don't fit all the criteria but still think you'd be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We're interested in hiring capable people, regardless of professional and educational background. If you need any adjustments, please let the hiring team know. Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates. #J-18808-Ljbffr
