Process Owner

Description

**Are you looking to develop your talent and find a place where your efforts are recognized? We offer you a dynamic, approachable, and forward-looking environment. Here, every day is a new opportunity to learn, grow, and shine. Imagine being part of a diverse team where evolution and customer service are our top priorities. At El Corte Inglés, our work is a shared passion.** **The project awaiting you.** You will be responsible for driving continuous improvement of the Contact Center’s operational processes, ensuring an end-to-end holistic view and aligning operations with business objectives and customer experience. You will hold a newly created position with a strategic role within the organization’s transformation, using data analytics and tools such as Celonis to identify optimization opportunities, lead improvement initiatives, and ensure more efficient, scalable, and standardized processes. **Key responsibilities and requirements.** Responsibilities * Lead the holistic vision of Customer Service processes, ensuring their efficiency and continuous improvement * Analyze the Contact Center’s operational processes to detect inefficiencies, bottlenecks, and optimization opportunities * Map, document, and redesign telephone support, digital channel, complaint, and escalation processes * Define, prioritize, and drive improvement initiatives based on their impact on business goals and customer experience * Implement and monitor process improvements, evaluating their impact through performance indicators * Define and track key operational and customer experience KPIs * Analyze operational data to identify trends, patterns, and root causes of incidents * Collaborate with Operations, Technology, Quality, and Voice of Customer teams to implement cross-functional improvements * Drive automation and adoption of new technology solutions aimed at process optimization * Conduct process benchmarking and identify new improvement opportunities * Lead a team of approximately five people, fostering a culture of continuous improvement and results orientation Requirements * 3–5 years of experience in process improvement, Contact Center operations, or process consulting * Strong analytical capability and data-driven mindset * Advanced Excel proficiency and experience with Power BI or similar analytical tools * Experience with Celonis, Salesforce, or Process Mining tools is a plus * Knowledge of continuous improvement methodologies such as Lean, Six Sigma, or BPM; certification is advantageous * Experience in process mapping and documentation using BPMN or equivalent tools * Demonstrated communication and influencing skills to coordinate initiatives across departments * Positive, proactive attitude with a strong focus on continuous improvement * Prior experience in customer service, retail, or fast-moving consumer goods environments is a plus * Ability to lead teams and manage cross-functional projects **We offer a variety of social benefits that contribute to your well-being.** * Exclusive discounts and financing options. * Life insurance. * Corporate University. * Ongoing training for professional development. * Study grants for employees’ children. * In-house medical service. * Flexible compensation plan. **If this position interests you, we invite you to apply—your experience could be highly valuable to us. At our company, everyone is welcome.**