Operations & Customer Experience Specialist

2 settimane fa

Milano, Italia Casavo Management A tempo pieno

Hybrid (20151, Milan, Lombardia, Italy)- Operations**About us**

The Operations and Customer Experience Specialist will play a pivotal role in optimizing operational processes and enhancing the overall Casavo customer journey. This multifaceted role requires a strategic thinker who can balance operational efficiency with a customer-centric approach. The Operations and Customer Experience Specialist will be responsible for analyzing and improving operational workflows, implementing customer experience initiatives, and driving continuous improvement across all touchpoints.
- Customer Experience_
- Measure and monitor customer satisfaction across the Casavo value chain, providing the relevant insights on pain points and opportunities.
- Define the key metrics that drive customer satisfaction and work closely with Data to ensure they become a north star in the company culture.
- Take charge of processes and customer journey mapping initiatives to guarantee comprehensive visibility across the company value chain.
- Define service strategies and support in designing solutions that enhance customer satisfaction and drive business growth.
- Operations_
- Identify key performance metrics and closely monitor the impact of product and process changes, making necessary adjustments to encourage adoption and maximize returns.
- Work closely with Product, Design and Commercial teams to ensure alignment and facilitate the design, development, release and feedback collection for new features.
- Collaborate with the Head of Ops and other key stakeholders to explore and develop strategic initiatives aimed at maximizing ROI and driving business growth.
- Provide to the Ops team mentorship and guidance on design best practices and customer experience dynamics to foster a high-performing and collaborative work environment grounded on knowledge sharing and cross contamination.

**Key Qualifications for the Role**
- Full English and Italian proficiency
- 4+ years experience in operations, customer experience, service design or similar
- University degree required ideally in management, engineering, design or any technical discipline
- Demonstrated ability to work in an agile and cross functional environment
- Familiar with user journey mapping and process mapping techniques
- Strong communication skills, written and verbally
- Comfortable working under pressure and dealing with challenging goals
- Previous experience in tech companies (preferred)
- Previous experience in consulting (preferred)

**Benefit & Perks**

We have built up four benefit pillars to make your life easier as a Casavo employee

Physical
- 6 Pillow Days per year that we can use as a Sick Leave without showing any protocol number

Emotional
- Birthday Off to be used during your birthday month
- Mindfulness Journey

Social
- Smart Working Policy remote friendly
- Learn moments to share knowledge and experiences
- Corporate Social Responsibility Days in which, during wor
- King hours, employees engage in voluntary activities;

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