DescriptionObjectives: Leads the implementation process for Customer Experience Automation across the company and continuously improves it.Delivers positive impact on the EcoVadis Customer Experience by defining, implementing & leading, in a Customer Centric way, the strategic Customer Experience automation projects & initiatives.Enhances holistically the EcoVadis Customer Experience analysis by designing, validating and leading the implementation of innovative tools, enabling and promoting data-driven decision making.Increases efficiency of Customer Experience analysis and insights generation at a 10x rate while creating a transparent bi-directional traceability between the insights and the underlying customer data by leveraging innovative AI-based automation possibilities, such as Large Language Models, more generally Machine Learning models, and so on.Continuously identifies, validates and implements new improvement opportunities (products & solutions) to enhance the Customer Experience data integration, consumption and actionability.QualificationsResponsibilities:Operationally executes actions, manages projects and leads agile transversal teams, actively contributing to delivering Customer Experience insights through automated data analysis (70% dedication of Time):Manages full development cycle of the new set of AI-enhanced data analysis tools, from building requirements with the business stakeholders to testing (UAT) the product, up until the final implementation in the existing processes and project closure activities.Identifies new external tools & vendors and conducts "build vs buy" comparative analysis, based on the requirements and the adaptations to EcoVadis context and specificities.Follows-up on the necessary constant adaptation of the AI tools and manages their maintenance with the development team.Takes a Leadership role in multiple projects, initiatives, owning the timely deliverable of eachIdentifies trends and drive actions plans to address satisfaction issues; track these through implementation and assess impactFollows the AI industry news and trends related to Customer data analysis and text analysis overall, identifies and proactively proposes new development opportunities.Whenever possible and desirable, automates existing manual tasks and processes with the help of available tools, providing a temporary solution until the final automation is developed by respective teams.Drives change management actions related to Customer Experience Automation and data-driven decision making (20% dedication of Time):Identifies gaps, designs, build and implements specific trainingProactively identifies new or existing projects, across all EcoVadis BUs, that should be included in the CX programConducts and documents Continuous process & tools improvement on CX AutomationProvides strategic input to the CX Leader & the OpsCom layer, informing long term EcoVadis CX workflows (10% dedication of Time):Acts as the main consulting partner defining the overall CX KPIsIs actively involved in defining EcoVadis CX Vision building and its evangelizationPartners in achieving the overall EcoVadis CX roadmapping processPartners in defining current and future CX resourcing/budgeting needsAdditional InformationStart date: AsapOur growing team in Spain is full of talented professionals from various fields who all share a desire to make sustainability real.We offer competitive salaries and support personal growth from day one.This includes extensive onboarding, teammates' support and a brand new e-learning platform bursting with courses and modules.So you can learn new skills and fine-tune old ones!In return for your expertise and energy, we offer:Working organization benefits:Casual and very friendly work environmentHybrid model (4times per month in the office)Flexible working hoursHome office allowance programIT equipment allowanceWorking from anywhere policyOpportunity to work in a truly international atmosphereCompensation benefits:Base salary + variable compensation planGRSP and TFSA matching program availableMeals and Transportation Vouchers (Cobee card)Wellness and Healthcare benefits:Health, Wellness, and Dental BenefitsMore:Employee referral bonus policyPaid employee volunteer dayPaid moving day ( 1/year)Access to online learning libraryVirtual and in-person team building eventsCo working space with various services + opportunity to work in different locations (Europe and International)Our hiring team looks forward to reviewing your CV, with a guaranteed response to every application.A new job with purpose awaits you.You can be part of an awesome team and make sustainability real!Don't fit all the criteria but still think you'd be a good candidate?Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis.We're interested in hiring capable people, regardless of professional and educational background.Can the hiring process be adjusted to suit my needs?Yes.We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential.We welcome applications from disabled people, people with long-term health conditions, and neurodiverse candidates.If you need any adjustments, please let the hiring team know.
