Tecnico/a Senior De Customer Experience - Cx Engagement & Crm
MAPFRE
Majadahonda, Spain
On-site
Ai-driven conversational initiatives
Customer journey analysis
Digital customer engagement
Define and manage AI-based conversational initiatives to ensure a fluid and satisfactory customer experience in digital environments
Job Summary
Define and manage AI-based conversational initiatives to ensure a fluid and satisfactory customer experience in digital environments.
Analyze customer conversations to extract insights, identify improvements, and define new use cases for AI-driven customer service processes.
Coordinate conversational initiatives across digital channels, ensuring correct functioning and integration with the overall digital experience strategy.
Matching Summary
Define and manage AI-based conversational initiatives to ensure a fluid and satisfactory customer experience in digital environments.
Skills & Requirements
Must-have
AI-driven conversational initiatives
Customer journey analysis
Digital customer engagement
Power BI data exploitation
LLM-based tools
Agile methodologies
Nice-to-have
Analytical thinking
Effective communication
Problem-solving skills
Key Requirements
Experience in customer experience improvement projects
Experience in AI conversational initiatives design
Experience with LLM tools (e.g., Copilot)
Experience with conversational AI platforms (Azure OpenAI, Dialogflow)