With over 130 years of history, our company is one of the leading operators in Spain's road passenger transport sector. Starting in 2013, Avanza began a new phase by integrating into the Mexican multinational group Mobility ADO. Mobility ADO is a multinational specializing in comprehensive management of people's mobility. Founded in Mexico over 80 years ago, it is currently one of the world's leading private passenger transport operators. Avanza's services include: long-distance passenger transport, commuter transport, urban transport (Metro, Tram, Bus and Bicycle), bus terminal management, and management of commercial companies and services. If you are interested in joining our team, have a passion for passenger transport, and believe you meet the requirements listed, please do not hesitate to apply to our vacancies; we would be delighted to meet you. At Avanza, we value people, equal opportunities, and non-discrimination. All our selection and promotion processes are based exclusively on the individual's profile, knowledge, competencies, and experience. Responsibilities At Avanza, a leading company in the passenger transport sector, we need to hire a Customer Experience Analysis Technician to improve customer experience by defining, analyzing, and interpreting data from different channels, promoting process changes and implementing technological improvements that enhance active listening, for our corporate offices located in Villaverde Alto (Madrid). What will your role involve? * Design and implement customer experience together with the manager, and supervise its correct application across business units. * Lead together with your manager the global customer service transformation process: unification of processes, standardization of communication tone, training for front-office staff, analysis and reporting of user satisfaction indicators. * Coordinate and lead the implementation and rollout of a new tool for managing complaints, inquiries, and suggestions from the Customer Service area across different Business Units. * Develop and coordinate the social media strategy for the BUs, establishing optimal channels and messages according to the type of business. * Measure and analyze customer behavior to propose data-driven actions. * Monitor customer needs, opinions, and preferences through active listening. * Prepare and report results on the impact of implemented actions on customer experience. * Produce reports and dashboards to measure web and social media traffic. * Conduct continuous usability and navigability analysis of the group's websites and apps to optimize each site. * Collaborate in Digital Transformation projects focused on improving customer experience. * Update the company's Archetypes and Customer Journeys by analyzing and developing improvement projects derived from customer pain points. Requirements Bachelor's Degree in Advertising or Digital Marketing Specialized training in Digital Marketing / Customer Experience Office software (advanced level); Digital Marketing (Analytics, Adwords, WordPress, Joomla, Liferay, SEO, Hootsuite, Metricool); UX and UI (Hotjar, Survey Monkey…); Graphic Design (Adobe Illustrator); Customer Service (Zendesk) Minimum 3 years of experience in Digital Marketing / Customer Experience We offer Indefinite contract Flexible start time from Monday to Friday, starting from 7:30 a.m. Reduced working hours during summer One day of remote work per week * If you are interested in joining our team, have a passion for passenger transport, and believe you meet the requirements listed, please do not hesitate to apply to our vacancy; we would be delighted to meet you.