Customer Experience Process Specialist

pspan style=font-family:arial, helvetica, sans-serifIf you’ve worn a pair of glasses, we’ve already met./span/pp /ppspan style=font-size:12.0px;font-family:arial, helvetica, sans-serifWe are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision span style=font-size:12.0ptcare/span products [such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions], iconic brands that consumers love [such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa], as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences [such as Sunglass Hut, LensCrafters, Salmoiraghi amp; Viganò and the GrandVision network], and leading e-commerce platforms./span/pp /ppspan style=font-size:12.0px;font-family:arial, helvetica, sans-serifJoin our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.brDiscover more by following us on LinkedIn!/spanbrspan style=font-family:arial, helvetica, sans-serif /span/ppspan style=font-family:arial, helvetica, sans-serifYour #FutureInSight with EssilorLuxottica/span/pp /ppspan style=font-family:arial, helvetica, sans-serifAre you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? /span/ppspan style=font-family:arial, helvetica, sans-serifJoin us in redefining the boundaries of what’s possible!/span/ppbrspan style=font-family:arial, helvetica, sans-serifstrongYour role /strong/span/ppspan style=font-family:arial, helvetica, sans-serifThe Customer Experience Process Specialist drives business transformation across all global Customer Excellence teams (After Sales amp; Customer Service) by designing, developing and evolving all elements and tools behind successful customer experiences and operational excellence. This role bridges strategy and execution through a blend of data-driven insights, cross-functional collaboration, and disciplined project management./span/ppspan style=font-family:arial, helvetica, sans-serifstrongMain responsibilities/strong/span/ppspan style=font-family:arial, helvetica, sans-serif•    Execute business transformation initiatives on Customer Experience across all project phases (discovery, design, development, delivery, optimization), on both stand-alone engagements and workstreams of a broader functional program, ensuring delivery on time, on quality and on budget/spanbrspan style=font-family:arial, helvetica, sans-serif•    Facilitate continuous operational improvement by transforming Customer Experience data and intelligence (customer interactions, process mapping and mining, root cause analysis, stakeholder interviews, benchmarking, and AI opportunities) into actionable insights that streamline processes, enhance service quality and support effectiveness, and increase the operational efficiency of the After Sales and Customer Service function. Ensure proper execution and continuous monitoring through data models that test the effectiveness of different improvement actions./spanbrspan style=font-family:arial, helvetica, sans-serif•    Partner with a diverse set of stakeholders, on a global and regional level and varied seniority levels, to ensure project delivery and facilitate change management – also expanding on adjacent functions required for transformation: AI, IT, CRM, eCommerce, Operations, Product, Wearables …/spanbrspan style=font-family:arial, helvetica, sans-serif•    Oversee and ongoing governance on strategic initiatives or capabilities for the CEx function, acting as a primary point of contact for all internal and external stakeholders/spanbrspan style=font-family:arial, helvetica, sans-serif•    Support CEx Management and Leadership in preparation of executive updates/span/ppspan style=font-family:arial, helvetica, sans-serifstrongMain requirements:/strong/span/pul style=margin-top:0.0cm;margin-bottom:0.0cm type=discli style=margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serifspan style=font-family:arial, helvetica, sans-serifMaster’s degree in Economics, Engineering, Statistics or another quantitative field with excellent results./span/lili style=margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serifspan style=font-family:arial, helvetica, sans-serifAt least 2 years of experience in Customer Experience or Process Specialist roles. Familiarity with After Sales / Customer Service or Operations in general is considered a plus./span/li/ulul style=margin-bottom:0.0cm;margin-top:0.0pxli style=margin:0.0cm 0.0cm 8.0pt 0.4px;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serif;text-indent:0.4pxspan style=font-family:arial, helvetica, sans-serifEnglish fluency; superior written and verbal communication skills./span/li/ulul style=margin-top:0.0cm;margin-bottom:0.0cm type=discli style=margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serifspan style=font-family:arial, helvetica, sans-serifProficiency in the use of analytical tools and MS Office suite./span/lili style=margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serifspan style=font-family:arial, helvetica, sans-serifProven expertise in delivering and deploying business projects and improvements involving Automation and Artificial Intelligence capabilities directly impacting business KPIs/span/lili style=margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serifspan style=font-family:arial, helvetica, sans-serifProven ability in problem-solving: combining the right mix of quali/quantitative methods and critical thinking to extract insights from large sets of unstructured information and design new models and solutions for business improvement./span/lili style=margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serifspan style=font-family:arial, helvetica, sans-serifAbility to think big (while paying careful attention to detail), and propensity to work in a fast-paced dynamic and international environment./span/lili style=margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serifspan style=font-family:arial, helvetica, sans-serifComfortable working with diverse stakeholders and functional teams to improve business outcomes; strong interpersonal skills; ability to form fruitful professional relationships; program management experience is considered a plus./span/lili style=margin-top:0.0cm;margin-right:0.0cm;margin-bottom:8.0pt;line-height:115%;font-size:12.0pt;font-family:arial, helvetica, sans-serifspan style=font-family:arial, helvetica, sans-serifGrowth mindset, comfortable with feedback culture, “coachability”./span/li/ulpspan style=font-family:arial, helvetica, sans-serifstrongWhat’s in it for you/strong/span/ppspan style=font-family:arial, helvetica, sans-serifIn EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique, but have a glimpse of the benefits and perks you can have by choosing us. /span/pp /ppspan style=font-family:arial, helvetica, sans-serif1.    Access to our cutting-edge learning platform, Leonardo, and personalized development programs to help you grow professionally and personally. /span/ppspan style=font-family:arial, helvetica, sans-serif2.     Enjoy flexible work conditions with up to 50% flexibility, depending on role and function. /span/ppspan style=font-family:arial, helvetica, sans-serif3.    Join the Corporate Shareholding Program “BOOST”, an opportunity to share in the company’s success and directly benefit from EssilorLuxottica’s growth. /span/ppspan style=font-family:arial, helvetica, sans-serif4.    Access special offers for employees on a vast range of eyewear, eyecare products, and fashion apparel, so you can enjoy our world-class brands firsthand. /span/ppspan style=font-family:arial, helvetica, sans-serif5.    Benefit from comprehensive health insurance coverage, ensuring you and your family’s well-being. /span/ppbrspan style=font-family:arial, helvetica, sans-serifRecruiting process/span/pp /ppspan style=font-family:arial, helvetica, sans-serifOur recruitment process may vary; If you are selected, you will be contacted by our recruiters to guide you through the specific steps for your application./span/ppbrspan style=font-family:arial, helvetica, sans-serifOur Diversity, Equity and Inclusion commitment/span/pp /ppspan style=font-family:arial, helvetica, sans-serifWe are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique./span/p