Customer Insights and Continuous Improvement Specialist Lisboa

Customer Insights and Continuous Improvement Specialist
Lisboa
Lisboa, Lisboa, Portugal

Networks Platform is looking for a motivated person to join our Customer Experience team. This team is responsible for improving the customer experience through five areas of focus: Continuous Improvement, Analytics & Reporting, Communications, Knowledge, and Digital.

Our company is part of EDP, a global energy group present in around 30 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.

What you will do:

1. Design and construct customer journeys for the main E-REDES processes with a focus on identifying and resolving pain points.
2. Conduct periodic analysis of complaints, identify root causes, and implement initiatives to resolve them, including monitoring and market studies.
3. Promote Voice of Customer initiatives, focusing on process improvements.
4. Analyze and develop key indicators.
5. Monitor and develop training courses, including content creation and procedure development.
6. Manage the entire E-REDES communications process.

Employment type:

Full-Time

Work site:

Hybrid Model

What are we looking for:

• Bachelor’s or master’s degree in engineering, data, or related fields.
• Minimum of 2-3 years in roles related to continuous improvement and/or operational efficiency.
• Knowledge of continuous improvement methodologies such as Kaizen and Lean is valued.
• Knowledge of customer care and customer experience is valued.
• Proficiency in Office tools.
• Strong analytical, organizational, and communication skills, with the ability to influence and engage stakeholders.
• Proactive, autonomous, and resilient, with experience in global,
  - project environments.

More than academic knowledge and technical skills, we seek ambitious individuals who are enthusiastic about the future and possess 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 everyone in 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 attractive benefits;
• Offer meaningful work experiences and opportunities for development and internal mobility to prepare our people for future challenges.

Our efforts have earned several distinctions, highlighting the EDP group's strong positioning and dedication to attracting and retaining top talent:

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

Discover our tips to enhance your performance during the recruitment process and apply by 01/06/2025 if you believe you are the right fit for this opportunity.