Business Performance & Customer Experience Specialist

Business Performance & Customer Experience Specialist

Country/Region: PT

City: Lisbon

Business Platform: Client Solutions

We are EDP, a global energy company present in around 29 markets with a particular emphasis on renewable energies. With more than 45 years of experience, we have been consolidating a relevant presence on the world energy scene based on the commitment to be
- green by 2030, leading the energy transition. With more than 13, 000 employees around the world, we are committed to using our energy and heart to drive a better tomorrow.

SU ELETRICIDADE is the energy supplier in the regulated market and has more than 970, 000 customers and around €506 million in revenues in 2022. Additionally, it ensures the purchase of the electricity produced and places the respective energy on the market, in accordance with the legally defined conditions, contributing to strengthening the sustainability of the National Electricity System. The sale of energy acquired to Special Regime Producers was €2. 5 thousand million and the purchase was €1. 7 thousand million.

The Partner Mgmt & Quality Control area is currently recruiting for a Business Performance & Customer Experience Specialist.

What you will do:

• Develop and monitor the planning and management control activities of the Department, ensuring the monitoring of KPIs and the production of relevant management information.
• Create, maintain, and develop management dashboards and analytical reports to support
  - making.
• Analyze and interpret operational and strategic data, identifying trends, deviations, and opportunities for improvement.
• Promote customer experience improvement programs based on contact data, Voice of Customer, call listening, and quality indicators.
• Propose and implement operational optimization projects, in conjunction with Process Damage, promoting efficiency and added value.
• Review procedures, update content on the knowledge platform, and ensure the training of service channels.
• Evaluate the impact of implemented initiatives, proposing adjustments based on results and customer feedback.

Employment type: Full-Time

Work site: Hybrid Model

What are we looking for:

• Bachelor's degree in Management, Economics, Engineering, or similar fields.
• 1 to 3 years of experience in management control, performance management, or business analytics (experience in customer experience is valued but not required).
• Proficiency in data analysis and visualization tools (advanced Excel, Power
  Point, Power BI, or similar).
• Ability to structure and present information clearly, with a focus on
  - making.
• Strong analytical skills, critical thinking, and
  - oriented approach.
• Excellent interpersonal and communication skills.
• Good communication skills in Portuguese and English.
• Collaborative spirit, autonomy, and ability to manage multiple projects simultaneously.
• Knowledge of HTML, digital communication tools, and image editing (Photoshop, Illustrator) is valued.

More than academic knowledge and technical skills, we are looking for ambitious people who are enthusiastic about the future and who bring human skills aligned with our purpose.

Equal opportunities for all

Our vision is that each person combines their unique characteristics and experiences to fulfill our mission of creating new energy for the planet. We are an inclusive employer, ensuring all candidates are treated fairly throughout the recruitment process. We welcome and value all people, and we are committed to fostering a sense of belonging for each person who is part of the EDP group.

As a top employer we:

• Empower our employees through a positive and innovative work environment that promotes collaboration and agile
  - making;
• Respect and value each person, providing a flexible, healthy, and inclusive workplace with a range of attractive benefits;
• Provide a meaningful work experience and prepare our people for future challenges through different opportunities for development and internal mobility;

Our efforts have resulted in several distinctions over time, highlighting the EDP group's strong positioning and its dedication and commitment to attracting and retaining the best talent:

• Top employer certification by Top Employers Institute
• Part of the Bloomberg Gender-Equality Index
• Top 100 Workplaces by Houston Chronicle

Discove r our tips to enhance your performance during the recruitment process and apply until 03/12/2025 if you think you are the right fit for this opportunity.