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Customer Experience Project Manager - Automation

EcoVadis

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Posted over 30 days ago...

Join EcoVadis and accelerate global business sustainability as a key player in Customer Experience Automation

Overview

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No salary declared 😔

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Warsaw, Poland

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Expires at anytime

Organisation summary: EcoVadis stands at the forefront of fostering sustainable business practices globally through its advanced sustainability ratings. As an industry leader, the company combines an international team's expertise with cutting-edge technology to deliver insightful sustainability scorecards. By joining EcoVadis, you become part of a mission-driven journey, contributing to worldwide change, enjoying a dynamic career growth path, and working alongside exceptional colleagues.

Learn more about our vibrant culture and team at our careers page.

Role Summary:

  • Lead strategic Customer Experience automation projects centered on customer-centricity.
  • Implement innovative tools for enhanced data analysis and decision-making using AI and machine learning.
  • Boost Customer Experience analysis efficiency by 10x, leveraging AI-based automation.
  • Identify and execute continuous improvement opportunities for Customer Experience data integration and utilization.

Role Requirements:

  • Proven expertise in data analysis, AI, machine learning, and large language models.
  • Experience in Agile software development, from requirements to user acceptance testing.
  • Proficiency in B2B technologies such as Tableau, Salesforce, and Qualtrics.
  • Ability to lead complex projects, manage timelines, and deliver on commitments.
  • Strong communication and relationship-building skills across various organizational levels.
  • Desire to drive transformation towards a Customer Centric culture within EcoVadis.

Interested in making a difference with your career? Visit the EcoVadis careers page to apply and become a part of our growing team in Warsaw. We embrace diversity and are committed to creating an inclusive environment for all employees.

Company Description

Work smart, have fun and make an impact!

Our purpose is to guide all companies toward a sustainable world. EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerful technology. We analyze data and build sustainability scorecards that give companies actionable insights into their environmental, social and ethical risks.

Why apply to EcoVadis?

Be a part of the global sustainability change in business. Grow your career. Work with extraordinary people. Feel valued for your contribution.

Learn more about our team and culture on EcoVadis careers page

If you have questions about the company or open roles you can Chat with an insider

Job Description

  • Leads the implementation process for Customer Experience Automation across the company and continuously improves it.

  • Delivers positive impact on the EcoVadis Customer Experience by defining, implementing & leading, in a Customer Centric way, the strategic Customer Experience automation projects & initiatives.

  • Enhances holistically the EcoVadis Customer Experience analysis by designing, validating and leading the implementation of innovative tools, enabling and promoting data-driven decision making.

  • Increases efficiency of Customer Experience analysis and insights generation at a 10x rate while creating a transparent bi-directional traceability between the insights and the underlying customer data by leveraging innovative AI-based automation possibilities, such as Large Language Models, more generally Machine Learning models, and so on.

  • Continuously identifies, validates and implements new improvement opportunities (products & solutions) to enhance the Customer Experience data integration, consumption and actionability. 

Responsibilities: 

  • Operationally executes actions, manages projects and leads agile transversal teams, actively contributing to delivering Customer Experience insights through automated data analysis (70% dedication of Time):

    • Manages full development cycle of the new set of AI-enhanced data analysis tools, from building requirements with the business stakeholders to testing (UAT) the product, up until the final implementation in the existing processes and project closure activities.

    • Identifies new external tools & vendors and conducts “build vs buy” comparative analysis, based on the requirements and the adaptations to EcoVadis context and specificities.

    • Follows-up on the necessary constant adaptation of the AI tools and manages their maintenance with the development team.

    • Takes a Leadership role in multiple projects, initiatives, owning the timely deliverable of each

    • Identifies trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact

    • Follows the AI industry news and trends related to Customer data analysis and text analysis overall, identifies and proactively proposes new development opportunities.

    • Whenever possible and desirable, automates existing manual tasks and processes with the help of available tools, providing a temporary solution until the final automation is developed by respective teams.

  • Drives change management actions related to Customer Experience Automation and data-driven decision making (20% dedication of Time):

    • Identifies gaps, designs, build and implements specific training

    • Proactively identifies new or existing projects, across all EcoVadis BUs, that should be included in the CX program

    • Conducts and documents Continuous process & tools improvement on CX Automation

  • Provides strategic input to the CX Leader & the OpsCom layer, informing long term EcoVadis CX workflows (10% dedication of Time):

    • Acts as the main consulting partner defining the overall CX KPIs

    • Is actively involved in defining EcoVadis CX Vision building and its evangelization

    • Partners in achieving the overall EcoVadis CX roadmapping process

    • Partners in defining current and future CX resourcing/budgeting needs

Qualifications

  • In depth knowledge of the core concepts of data analysis & AI, in particular Machine Learning and Large Language Models. 

  • Preferred: Previous exposure to text analysis.

  • Customer Focus demonstrated within a Customer oriented function or as evidenced through the implementation of Customer oriented actions in their current or previous roles.

  • Full understanding of Agile software development process, from the user requirements to the user acceptance testing. 

  • 360 degree open and efficient communication, in 1 to 1, 1 to many or company-wide settings. Able to communicate effectively with diverse people and individuals at various levels within the organization.

  • Preferred: Full cycle internal tool acquisition & integration process experience (Need identification, requirements building, market research, sourcing, Contractual negotiations, internal approval, closing, implementation and Vendor management)

  • Preferred: Identification, design, crafting and implementation of training programs.

  • Data (numerical & customer feedback) analysis & business acumen skills focused on project tracking of deliverables, identification of process/tools gaps and development opportunities

  • Reporting capabilities (identification of needs, building and executing periodically)

  • Holistic knowledge of B2B technologies used within the Customer experience space (Tableau, Salesforce, Qualtrics) or demonstrated ability & desire to continually study & learn new technologies and functionalities

  • Team-oriented but able to work autonomously with minimal guidance in a fast-paced environment.

  • Strong interpersonal and relationship-building skills with the ability to work with key stakeholders across the organization; manage laterally and upward.

  • Strong analytical and problem-solving capabilities.

  • Desire to be a transformational agent, actively helping to pivot the EcoVadis organization into a Customer Centric mindset

  • A solid mix of business acumen and technical capabilities, with the ability to convey complex projects and ideas to stakeholders within the context of their business.

  • Preferred: Experience in leading projects (composed of multiple workflows at a variable degree of complexity) with a track record of meeting delivery deadlines on pre-agreed requirements.

Additional Information

Location: Warsaw
Start date: Asap

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Poland is full of talented professionals from various fields who all share a desire to change the world.

What we offer

  • Support with all the necessary office and IT equipment

  • Wellness allowance

  • Work from Home Allowance

  • Travel Grant allowance

  • Annual performance bonus

  • Remote work from abroad policy

  • Flexible working hours,

  • Hybrid model (4times per month in the office)
  • Hybrid/ full remote work

  • Pension contributions and optional private health coverage

  • Internet and electricity bill allowance

  • CSR activities

  • Community service day when volunteering

Please, share with us your English CV and we can guarantee a response to every application. A new job with purpose awaits you!

Don’t fit all the criteria but still think you’d be a good candidate? Please apply anyway to give our hiring team the opportunity to assess your skills and to learn more about what you could bring to EcoVadis. We’re interested in hiring capable people, regardless of professional and educational background.

Can the hiring process be adjusted to suit my needs? Yes. We want everyone going through the hiring process with EcoVadis to feel confident that you are able to demonstrate your full potential. We welcome applications from disabled people, people with long-term health conditions and neurodiverse candidates. If you need any adjustments, please let the hiring team know.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity and inclusion and does not accept any form of discrimination based on color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique.

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