Global Ooh Customer Experience Project Specialist

2 meses atrás

LindaaVelha, Portugal Nestle Operational Services Worldwide SA Tempo inteiro

**Position Snapshot**

Location: Linda-a-Velha, Portugal (possibility of remote in Europe or HQ)

Company: Nestlé Nespresso
Type of contract: 12 months temporary

Full Time

Starting date: ASAP until end December 2025

Travel Requirements: average 20%

**The Opportunity**

**Position Summary**

As a **Nespresso Global OOH Customer Experience Project Specialist**, you will identify opportunities to enhance the Nespresso B2B customer experience by gathering and analyzing insights, performing external benchmarks, and using them to identify customer Experience enhancement opportunities. You will lead Customer Experience improvement projects including design of customer journeys, new tools, processes, deployment with markets and change management, supporting markets in the project implementation and definition of future enhancements and process and system improvements.

Project scope may include B2B Intervalo, Services Package, Connectivity, ecommerce improvements, Nessoft improvements and other areas that will help Nespresso increase customer satisfaction. This role has an international scope, based in Lisbon or remotely in Europe. Average 20% travel is required, to visit markets as well as HQ sites in Switzerland, Barcelona and Lisbon.

We will integrate dynamic, inclusive, and international working environment with many opportunities across different companies, functions, and regions. Don’t miss the opportunity to join us and work with different teams in an agile and diverse context.

**A Day in the Life of a Nespresso Global OOH Customer Experience Project Specialist**
- Gather insights from internal analysis (market assessments, CRM data, interviews), customer feedback (surveys, interviews), external competitor benchmarking, and industry trends to identify improvement initiatives.
- Work with cross-functional colleagues in HQ and Markets to define the B2B Customer Experience roadmap, with major focus on B2B Connectivity among others.
- Lead End-to-end customer experience projects with multiple stakeholders, including digital team by implementing the project in the markets and identify opportunities for improvement.
- Support markets in User Acceptance Test and Market Acceptance Test, and in project implementation.
- Lead Communication and Change Management Plan with cross functional stakeholders at HQ and markets.

**What will make you successful**
- Bachelor or Master’s degree in Business Administration, engineering, IT or other relevant area.
- Project Management qualification such as PMP
- Solid experience of 5 years at preparing and implementing transformational business projects, with a focus on B2B Customer Experience. This includes areas such as e-commerce, invoicing, payment, contract management, pricing and rebates, after sales services, customer service related areas.
- Expertise at translating business needs into processes and IS/IT and digital requirements and capabilities. Knowledge of Nessoft is required.
- Proven experience in complex cross-functional environment.
- Strong business perspective and understanding: solid understanding of the overall end-to-end processes and customer journey.
- Customer centricity mindset, willingness to go above scope to support markets and identify opportunities for improvement.
- Proven ability to manage and influence key stakeholders internally and externally.
- Excellent communication skills in English. Other languages a plus.

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