ESG Expert Quality & Customer Experience

Telefonica is committed to making a positive impact on the environment and the society through its operations and commercial solutions.  We are looking for a smart, hard-working, and a go-getting individual to join the team and help Telefonica to 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 4 areas reporting into Telefonica’s Chief Sustainability Officer. The goals of this ESG area are the following: to support Telefonica commercial units 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, and skills to communicate and translate ESG technical information to commercial words.
• The applicant will play a key role in this mission driving internal projects that will focus on customer experience satisfaction and ESG matters.

Main functions

The expert will manage projects to within ESG Customer & Business Development team related to the following topics:

• Monitoring, consolidating and supervising customer experience satisfaction processes across Telefonica international footprint in Europe and Latin America.
• Evolving the quality models and processes to improve satisfaction and identify gaps and areas for improvement. Explanation of variations in indicators and promoting corrective initiatives.
• Provide customer experience measurement methodological support and Manual of Quality Indicators update.
• Following up customer experience improvement plans. To provide support to the 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

• Bachelor’s degree in data Analytics/ Statistics /Business/ Social Sciences.

• 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 regulatory environment (EU-level initiatives on sustainability matters; reporting obligations etc.) would be recognized.
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Skills

• Analytical skills including ability to identify gaps and opportunities for new projects and programs.
• Excellent project management skills with ability leading international projects in a complex organizational environment, with people from other regions and cultures.
• Great communication skills - ability to translate ideas into clear, and capacity to field difficult questions.

If you join Telefónica

You join almost 100 years of history, you join a team of 106 nationalities present in more tan 35 countries. You join a team that works to connect people wherever they are. We are leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients: network, IoT, cloud, security, innovation etc. Here, at Telefónica you count with everything you need to be the best you. We need people like you that wants to take this challenge of creating the Telefónica of tomorrow.

Telefonica is committed to the new working ways. Under our proposition “Disconnect to Reconnect” we have applied the Digital Disconnection.

You join a company whose activity is governed by its code of ethics, Our Responsible Business Principles. We are looking for people who identify with them, who help us make decisions based on integrity, commitment and transparency and who are committed to ethical management, promoting fairer and more sustainable social and environmental development.

#WeAreInclusive

We strongly believe diverse and inclusive teams become more innovative and they achieve improved results. Telefonica aims to promote and guarantee a place for everyone, just the way we are: gender, age range, sexual orientation and/or identity, culture, creed, disability or any other personal condition.