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Member Experience Quality Manager

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Workplace Options is the world’s largest independent wellbeing solutions leader that supports individuals to become healthier, happier and more productive, both personally and professionally. Service centers in the U.S., Canada, U.K., Ireland, Portugal, France, Belgium, UAE, Singapore, Japan, China, India and Indonesia support more than 75 million employees across 116,000 organizations and more than 200 countries and territories. At WPO, you will be joining a team that is committed to improving employee wellbeing around the world.

Workplace Options have an exciting opportunity for a
**Spanish and English speaking**
**Member Experience Quality Manager **in Portugal. This would either be a hybrid or fully remote position depending on your proximity to our Lisbon office. The Member Experience Quality Manager will be a key member of the Member Experience Quality department with a particular focus in service delivery participant experience. This leader has a holistic and balanced approach to people, processes, and systems and will work closely with other departments on the reduction of pain points for employees and customers to drive and achieve WPO’s CX mission and vision. This role is an exciting opportunity for a proactive, solutions-oriented leader that enjoys experimentation and is eager to roll up their sleeves and make their imprint on the organization.

This position will focus on all core competences of CX framework but with particular focus on the Design, Implementation and Organizational Adoption & Accountability for the CX program.

**Responsibilities**:

- Conduct Customer experience audits.
- Manage the "Close the loop" program.
- Leads trainings and initiatives across the organization to help deliver the CX vision and bring the CX philosophy to live.
- Support Service delivery in the education, adoption and calibration of the CX vision/mission by facilitating trainings/workshops and other initiatives such has empathy mapping, user experience, emotional journey mapping, call audits and calibrations etc.
- Investigation and resolution of customer complaints maintaining timely and accurate investigative notes and providing customers with clear, empathetic, and engaging responses in writing or in client facing meetings if needed.
- Support Account management team with recovering trust plans including monitoring and implementation of action plans for improvement, and leading meetings with clients.
- Conduct and assist with all organization audits including internal, partner/customers and 3rd party audits.
- Monitor, act on and analyse results of the VOC program to ensure consistent experience for all customers at each touchpoint.
- Assess processes, calls, apps journeys to make relevant, timely recommendations for the continuous improvement of customer experience.
- Provide Periodic reports on the VOC feedback and trends.
- Maintain a thorough understanding of company policy and procedures and keep the department documentation updated and available to whom might need it.
- Perform critical analysis of issues, satisfaction surveys, audits and other initiatives, including root cause analysis, identification of value-added opportunities for improvement in a timely manner.
- Actively participate in weekly team meetings-providing perspective on Customer Experience Quality concerns/accomplishments.
- Facilitate and/or participate in cross-functional projects as needed.
- Other duties that cover the scope of the CX core competences as assigned.
- Working hours from Monday to Friday from 1pm to 10pm local.

**Requirements**:
**Job Skills**:

- Strong verbal and written communication skills in Spanish and English (required).
- Ability to work independently and in a team with mínimal supervision and in a virtual environment.
- Creative problem solving with ability to remember similar resolutions/problems and think outside the box.
- Customer focused and passionate about customer experience.
- Ability to manage and analyse complex data sets, define problems, collect data, establish facts, and draw valid conclusions desired (knowledge on how to use slices, pivot tables, and other advanced features in excel is a plus).
- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority.
- Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding.
- Customer Journey Mapping - ability to employ data and research to create Customer Journey Maps that help stakeholders “see” where the gaps and opportunities are to increase success.
- Communicates and collaborates well within and across organizational level.

**Required Experience/Qualifications**:

- Minimum requirement of a Bachelor’s degree, in psychology, counselling or social worker preferred.
- Experience as a Clinical ment