ESG Expert - Quality & Customer ExperienceTelefonica is committed to making a positive impact on the environment and society through its operations and commercial solutions. We are looking for a smart, hard-working, and go-getting individual to join the team and help Telefonica 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 four areas reporting into Telefonica's Chief Sustainability Officer. The goals of this ESG area are to support Telefonica commercial units in 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, along with skills to communicate and translate ESG technical information into commercial terms.The applicant will play a key role in this mission by driving internal projects that focus on customer experience satisfaction and ESG matters.Main Functions Monitor, consolidate, and supervise customer experience satisfaction processes across Telefonica's international footprint in Europe and Latin America.Evolve the quality models and processes to improve satisfaction, identify gaps, and promote corrective initiatives.Provide customer experience measurement methodological support and update the Manual of Quality Indicators.Follow up on customer experience improvement plans, providing support to areas that require customer quality metrics and collaborating in annual internal and external audit processes.Manage ESG certifications such as ISO 26000.Adapt internal processes to new ESG European regulations (CSRD) for end users and customers.Qualifications Customer Experience specific qualifications; an 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.Background in customer experience and/or market research.Previous experience in Management Systems and ISO standards.Understanding of the telecommunications sector and sustainability background would be valuable.Knowledge of the regulatory environment (EU-level initiatives on sustainability matters; reporting obligations, etc.) would be recognized.Skills Analytical skills, including the ability to identify gaps and opportunities for new projects and programs.Excellent project management skills with the ability to lead international projects in a complex organizational environment, involving people from other regions and cultures.Great communication skills - ability to translate ideas into clear concepts and manage difficult questions.
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