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CX and Processes Analyst

On-site in Madrid·Added yesterday (last checked 27 Oct)

BNP Paribas

86 open roles

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Our summary

Work mode: On-site, Madrid
English: Required
Experience: 2+ years

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

2 years of experience in Customer Experience, quality, business analysis, research, or reporting.
Analytical profile, but also with good communication skills.
High level of Excel and basic/intermediate knowledge of Power BI or similar tools.
Ability to synthesize information and convert data into understandable recommendations for the business.
Organized, proactive person with an orientation toward problem-solving.
Interest in continuous improvement, customer experience, and process analysis.
Previous experience working with surveys and satisfaction KPIs is valued. Proficiency in standard Microsoft Office.
Advanced Excel

Education & certifications

Business Administration, Administration, Customer Service, Quality and processes, Customer Experience.

Languages

Advanced English

The role

We are looking for a person with approximately 3 years of experience in Customer Experience, data analysis, or related areas, with analytical capacity, customer orientation, and a desire to grow in a dynamic and transversal environment.

What you'll do

Design, launch, and monitor customer satisfaction surveys (NPS, CSAT) in Medallia.
Analyze survey results and customer feedback to identify trends, recurring incidents, and opportunities for improvement.
Detect root causes of dissatisfaction through quantitative and qualitative analysis of data, comments, and internal processes.
Analyze sensitive complaint files to provide solutions, draft responses, identify root causes, and propose action plans to prevent their recurrence.
Prepare periodic Customer Experience reports with key indicators, insights, and actionable recommendations for the business.
Prepare executive presentations and visual materials, highlighting findings, risks, and strategic opportunities.
Collaborate with operational, customer service, quality, digital, and business teams to coordinate action plans and follow up on improvements.
Monitor continuous improvement initiatives, measuring the impact and evolution of customer experience KPIs.
Assist in the construction and maintenance of dashboards and reports in reporting tools (Tableau, Excel, etc.).
Participate in transformation and process improvement projects from the customer's perspective.
Contribute to the generation of a customer-centric culture within the organization through reporting, internal communication, and awareness initiatives.

Hiring process

At least two interviews for every role; some roles add more interviews or tests. About a month, depending on the role

Some roles involve more interviews and/or tests.

About BNP Paribas

BNP Paribas is a leading European banking and financial services group, operating in 64 countries with over 180,000 employees. In Spain, it employs around 5,450 professionals, offering corporate and institutional banking, investment and protection services, and retail banking solutions.

Industry: Banking
Founded: 1966
Employees: 100,000+
Headquarters: Paris, France
In Spain: Madrid, Barcelona

Good to know if you are moving

BNP Paribas in Spain has offices in Madrid and Barcelona, with a significant presence in the capital.
The company offers a range of roles in finance, risk, IT, and operations, often with opportunities for trainees and junior professionals.
Spanish language skills are typically required for many positions, though some roles may be open to international candidates.
The bank is known for its commitment to sustainable finance and corporate responsibility, which may appeal to values-driven professionals.

In their own words

About the company & team

BNP Paribas Group is the leading bank in the European Union and one of the most important internationally. We have nearly 185,000 employees in 65 countries. In Spain, we have more than 5,100 employees across 13 business lines.

At Arval, our mission is to improve people's lives by offering mobility services adapted to our customers' needs, with a clear focus on sustainable mobility. We offer a wide range of innovative solutions and provide personalized service to our customers, from large corporations to individuals. With over 30 years of experience, a presence in thirty countries, and a fleet of over 1.5 million financed vehicles, we are leaders in our sector

Additional information

BNP Paribas Group in Spain is an equal opportunity employer and prides itself on providing equal employment opportunities to all job seekers. We are actively committed to ensuring that no person is discriminated against on the basis of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex, or sexual orientation. Equity and diversity are at the heart of our hiring policy because we believe they foster creativity and efficiency, which in turn increases performance and productivity. Therefore, on an equal footing in terms of qualifications and competencies for the position, the candidate from the underrepresented sex at that level will be selected. We strive to reflect the society in which we live, while maintaining the image of our clients.

All open roles at BNP Paribas