ESG Expert - Quality & Customer Experience Telefonica 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.
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General DescriptionThe open position is within the ESG Customer and Business Development team, which is one of the four areas reporting to Telefonica's Chief Sustainability Officer.
The goals of this ESG area are the following:
Support Telefonica commercial units promoting our sustainability value proposition.Track the voice of customers (customer experience, satisfaction, new ESG demands & concerns).Measure socio-economic impact.Foster sustainable innovation.To do this, we must have a transversal vision and knowledge of ESG and customer experience topics, as well as skills to communicate and translate ESG technical information into commercial terms.
The applicant will play a key role in this mission, driving internal projects that will focus on customer experience satisfaction and ESG matters.
Main FunctionsThe expert will manage projects within the ESG Customer & Business Development team related to the following topics:
Monitoring, consolidating, and supervising customer experience satisfaction processes across Telefonica's international footprint in Europe and Latin America.Evolving quality models and processes to improve satisfaction and identify gaps and areas for improvement.Explanation of variations in indicators and promoting corrective initiatives.Providing customer experience measurement methodological support and updating the Manual of Quality Indicators.Following up on customer experience improvement plans.Providing support to areas that require customer quality metrics and collaborating in annual internal and external audit processes.Managing ESG certifications such as ISO 26000.Adapting internal processes to new ESG European regulations (CSRD) for end users & customers.Qualifications- Customer Experience specific qualifications, 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.
- Customer experience and/or market research background.
- Previous experience in Management Systems and ISO standards.
- Understanding of the Telecommunication 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.
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