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.

Cuando te unes a Telefónica

Te unes a casi 100 años de historia, un equipo de 106 nacionalidades presentes en más de 35 países. Te unes a un equipo que trabaja por conectar a las personas allá dónde estén, sin fronteras. Un equipo que está liderando la revolución digital con la ilusión del primer día en todos nuestros negocios, creando el mejor ecosistema digital para nuestros clientes: Red, IoT, Cloud, Ciberseguridad, Innovación etc. En Telefónica tienes todo lo que necesitas para crear la mejor versión de ti mismo. Necesitamos gente como tú que se sume a este gran reto, que quiera crear la Telefónica del mañana.

En Telefónica apostamos por las nuevas formas de trabajo y somos líderes en la implementación de la Desconexión Digital bajo el principio “Desconecta para Reconectar”.

#SomosDiversos

Estamos convencidos de que los equipos diversos e inclusivos son más innovadores, transformadores y consiguen mejores resultados. Por ello promovemos y garantizamos la inclusión de todas las personas sin importar género, edad, orientación e identidad sexual, cultura, discapacidad o cualquier otra condición personal.