El Corte Inglés is the largest department store group in Europe and a dominant force in the Spanish retail landscape. Headquartered in Madrid, the conglomerate operates a diverse portfolio including department stores, supermarkets, travel agencies, and insurance services. With a workforce of tens of thousands, it serves as a primary pillar of the Spanish economy and a leader in consumer goods distribution.

For international professionals, El Corte Inglés offers a gateway into the Spanish corporate world, particularly within its expanding digital, IT, and logistics hubs. While customer-facing roles typically require high Spanish proficiency, the company's focus on e-commerce and supply chain modernization has increased demand for specialized technical talent and project managers from diverse backgrounds.

Founded in 1940 by Ramón Areces in Madrid, the company began as a small tailor shop. Over several decades, it expanded through aggressive growth and acquisitions to become Spain's most iconic retail conglomerate.

For international professionals

Largest department store chain in Europe with a massive physical and digital footprint across Spain.
Offers a wide variety of roles ranging from specialized tech and engineering to corporate management and retail.
Headquartered in Madrid with a presence in every major Spanish city and province.
Currently undergoing a significant digital transformation, creating opportunities for international IT and e-commerce experts.
Known for providing long-term career stability and being one of the most recognized brands in the country.

Process Owner

El Corte Ingles

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Are you looking to develop your talent in a place where your effort is recognized? We offer a dynamic, close-knit, and forward-looking environment. Here, every day is a new opportunity to learn, grow, and shine. Imagine being part of a diverse team where evolution and customer service are our priority. At El Corte Inglés, our work is a shared passion.

The project awaiting you.

You will be the person responsible for driving the continuous improvement of the Contact Center's operational processes, ensuring an end-to-end comprehensive vision and aligning operations with business objectives and customer experience. You will work in a newly created position with a strategic role within the organization's transformation, using data analysis and tools such as Celonis to identify optimization opportunities, lead improvement initiatives, and ensure more efficient, scalable, and standardized processes.

Main functions and requirements.

Functions

Lead the comprehensive vision of Customer Service processes, ensuring their efficiency and continuous improvement
Analyze Contact Center operational processes to detect inefficiencies, bottlenecks, and optimization opportunities
Map, document, and redesign processes for telephone support, digital channels, claims, and escalations
Define, prioritize, and drive improvement initiatives based on their impact on the business and customer experience
Implement and monitor process improvements, evaluating their impact through performance indicators
Define and track key operational and customer experience KPIs
Analyze operational data to identify trends, patterns, and root causes of incidents
Collaborate with Operations, Technology, Quality, and Voice of the Customer teams to implement improvements transversally
Drive automation and the application of new technological solutions oriented toward process optimization
Perform process benchmarking and identify new opportunities for improvement
Lead a team of approximately five people, fostering a culture of continuous improvement and results orientation

Requirements

Provide between 3 and 5 years of experience in process improvement, Contact Center operations, or process consulting
Possess strong analytical skills and a data-driven orientation
Proficiency in advanced Excel and Power BI or similar analysis tools
Experience with Celonis, Salesforce, or Process Mining tools is valued
Knowledge of continuous improvement methodologies such as Lean, Six Sigma, or BPM; certification is an advantage
Experience in process mapping and documentation using BPMN or equivalent tools
Demonstrate communication and influence skills to coordinate initiatives across different areas
Show a positive, proactive attitude oriented toward continuous improvement
Previous experience in customer service, retail, or fast-moving consumer goods (FMCG) environments is valued
Ability to lead teams and manage transversal projects

We offer a variety of social benefits that will contribute to your well-being.

- Exclusive discounts and financing options.

- Life insurance.

- Corporate University.

- Continuous training for professional development.

- Study grants for employees' children.

- In-house Medical Service.

- Flexible remuneration plan.

If you find this position interesting, we invite you to apply, as your experience could be very valuable to us. In our company, everyone is welcome.

View original advert (Spanish)

¿Buscas desarrollar tu talento y un lugar dónde tu esfuerzo sea reconocido? Te ofrecemos un entorno dinámico, cercano y de futuro. Aquí, cada día es una nueva oportunidad para aprender, crecer y brillar. Imagina formar parte de un equipo diverso, donde la evolución y el servicio al cliente son nuestra prioridad. En El Corte Inglés, nuestro trabajo es una pasión compartida.

El proyecto que te espera.

Serás la persona responsable de impulsar la mejora continua de los procesos operativos del Contact Center, garantizando una visión integral de principio a fin y alineando la operativa con los objetivos de negocio y la experiencia de cliente. Trabajarás en una posición de nueva creación con un papel estratégico dentro de la transformación de la organización, utilizando el análisis de datos y herramientas como Celonis para identificar oportunidades de optimización, liderar iniciativas de mejora y asegurar procesos más eficientes, escalables y estandarizados.

Funciones principales y requisitos.

Funciones

Liderar la visión integral de los procesos de Atención al Cliente, asegurando su eficiencia y mejora continua
Analizar los procesos operativos del Contact Center para detectar ineficiencias, cuellos de botella y oportunidades de optimización
Mapear, documentar y rediseñar procesos de atención telefónica, canales digitales, reclamaciones y escalados
Definir, priorizar e impulsar iniciativas de mejora en función de su impacto en el negocio y la experiencia de cliente
Implementar y monitorizar las mejoras de proceso, evaluando su impacto mediante indicadores de rendimiento
Definir y realizar el seguimiento de los principales KPIs operativos y de experiencia de cliente
Analizar datos operativos para identificar tendencias, patrones y causas raíz de incidencias
Colaborar con equipos de Operaciones, Tecnología, Calidad y Voz del Cliente para implantar mejoras de forma transversal
Impulsar la automatización y la aplicación de nuevas soluciones tecnológicas orientadas a la optimización de procesos
Realizar benchmarking de procesos e identificar nuevas oportunidades de mejora
Liderar un equipo de aproximadamente cinco personas, fomentando una cultura de mejora continua y orientación a resultados

Requisitos

Aportar entre 3 y 5 años de experiencia en mejora de procesos, operaciones de Contact Center o consultoría de procesos
Contar con una sólida capacidad analítica y orientación a datos
Manejar Excel avanzado y Power BI o herramientas similares de análisis
Valorar experiencia con Celonis, Salesforce o herramientas de Process Mining
Conocer metodologías de mejora continua como Lean, Six Sigma o BPM, siendo valorable disponer de certificación
Tener experiencia en el mapeo y documentación de procesos mediante BPMN o herramientas equivalentes
Demostrar habilidades de comunicación e influencia para coordinar iniciativas con diferentes áreas
Mostrar una actitud positiva, proactiva y orientada a la mejora continua
Valorar experiencia previa en entornos de atención al cliente, retail o gran consumo
Poseer capacidad para liderar equipos y gestionar proyectos transversales

Te ofrecemos una variedad de beneficios sociales que contribuirán a tu bienestar.

- Descuentos exclusivos y opciones de financiación.

- Seguro de vida.

- Universidad Corporativa.

- Formación continua para el desarrollo profesional.

- Ayudas al estudio para hijos e hijas de empleados.

- Servicio Médico propio.

- Plan de retribución flexible.

Si te resulta interesante este puesto, te invitamos a que apliques, ya que tu experiencia podría ser muy valiosa para nosotros. En nuestra empresa todas las personas son bienvenidas.