Customer Experience & Journey Standards Manager

✨ What do we offer?

• A stable project, with permanent employment.

• Flexible start/end times and flexible working hours from Monday to Thursday.

• Flexibility to receive your accrued salary at any time.

• Flexible compensation plan (private health insurance for you and your family, training, childcare vouchers, restaurant...).

• Access to a personalized training platform, with a wide range of courses to boost your professional development.

• By being part of the OKTeam, you will be able to benefit from advantages such as discounts on vehicle and hotel rentals.

Are you passionate about designing experiences that make a difference? Do you enjoy analyzing the customer journey and transforming the voice of the customer into real improvements?

Join OK Mobility and help us continue offering an excellent and consistent experience across all our touchpoints.

We are an international, dynamic, and constantly evolving company, where customer experience plays a strategic role. We are looking for people with a global vision, analytical capacity, and an orientation toward continuous improvement, who want to lead initiatives with cross-functional impact throughout the entire organization.

With the aim of continuing to drive excellence in our customers' experience, we are looking to hire at our corporate headquarters in Palma de Mallorca a Customer Experience & Journey Standards Manager, whose mission will be to design, govern, and optimize the customer experience from end to end across the entire OK Mobility network (own and franchised), guaranteeing a consistent, efficient experience aligned with brand standards.

💼 What will you do on a day-to-day basis?

• Design and evolve the end-to-end customer journey, identifying improvement opportunities at every stage of the experience.

• Identify friction points and propose solutions that continuously enhance the customer experience.

• Design new customer-centric processes and experiences, aligned with the company's strategy.

• Define customer service standards and service recovery protocols for the entire network.

• Ensure a consistent experience across all touchpoints, both in own stores and franchised ones.

• Define, monitor, and analyze the main customer experience KPIs (NPS, CSAT, wait times, handling times, issue resolution, post-service satisfaction, among others).

• Lead cross-functional projects aimed at improving the customer journey, collaborating with the different areas of the company.

• Coordinate initiatives alongside the Operations, Quality, and other business area teams to ensure the implementation of improvements.

• Transform customer feedback into concrete actions that drive structural improvements in the service model.

• Monitor compliance with experience standards and measure the impact of implemented initiatives.