описание
Come be part of a dynamic ecosystem where the future of business is created and experienced every day. Be part of this transformation! At LUZA Group, passion, perseverance and the desire to push boundaries define our path to success. Founded in 2006, we are a Portuguese multinational with more than 1,200 talented professionals and a turnover exceeding €30 million. With a presence in strategic markets such as Portugal, Spain, Morocco, Brazil, Mexico, the United States and China, we offer innovative solutions in engineering, IT, design, consulting, Industry 4.0, training and recruitment. Everything we do is driven by our people's talent.
задачи
- Map product/service journeys, including the Service Blueprint component;
- Prepare and conduct qualitative research to understand customers' needs, expectations and pain points.
- Facilitate As-Is and To-Be journey sessions.
- Facilitate co-creation workshops with stakeholders
- Prepare and conduct usability tests with end customers.
- Analyse experience KPIs (NPS, CSAT, among others)
- Define and validate customer experience principles;
- Coordinate, develop and support the team in experience processes and policies, ensuring consistency and scalability;
- Promote a customer-centred design culture through awareness-raising and training sessions
- Work with multidisciplinary teams
требования
- Proven experience in Customer Experience (CX) and Service Design.
- Experience mapping customer and service journeys (Customer Journey Mapping), including the Service Blueprint component.
- Experience preparing and conducting qualitative research to identify customers' needs, expectations and difficulties.
- Ability to facilitate As-Is and To-Be journey mapping workshops and co-creation sessions with stakeholders.
- Experience preparing and conducting usability tests with end customers.
- Knowledge of analysing and interpreting customer experience indicators, namely NPS and CSAT.
- Ability to define and validate customer experience principles.
- Experience developing and implementing Customer Experience processes and policies, ensuring consistency and scalability.
- Ability to promote a customer-centred design culture through awareness-raising and training sessions.
- Experience working with multidisciplinary teams and different stakeholders.
- Excellent communication, facilitation and critical analysis skills.
условия
- Условий в вакансии нет
