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Job Summary: We are seeking a Process and Customer Experience Specialist to enhance operational efficiency and strengthen customer experience through analysis and implementation of improvements. Key Highlights: 1. Continuous improvement and operational processes 2. Customer touchpoint analysis 3. Collaborate in the design and implementation of operational improvements Drive efficiency and customer experience at KRUK Spain! **We are an international organization with over 25 years of history and presence in several European countries. In Spain, we have a team of more than 500 professionals committed to delivering solutions that promote people's financial well-being. We are guided by values such as respect, cooperation, responsibility, simplicity, and progress, which define how we work and interact with our customers.** We are looking for a **Process and Customer Experience Specialist** to join our *Customer Experience Team*, within the *Strategy & Operational Efficiency Section*. If you are passionate about continuous improvement, operational processes, and customer experience, this opportunity is for you! **Your Mission** ------------- You will contribute to improving the efficiency of our operational processes and strengthening customer experience. You will analyze operations, identify friction points, and collaborate on implementing improvements that drive efficient, standards-aligned management. **Your Key Responsibilities** ------------------------------------- * Monitor execution of operational processes and detect deviations or inefficiencies. * Analyze customer touchpoints to identify friction points and improvement opportunities. * Collaborate in the design and implementation of operational improvements that simplify processes. * Conduct reviews and controls to ensure compliance with standards. * Collect and analyze operational and customer experience data. * Maintain up-to-date documentation of processes and operational workflows. * Facilitate interdepartmental communication to clarify processes or share relevant information. * Support tracking of operational and experience-related KPIs. **What We Are Looking For in You** ------------------------- Knowledge * Customer Experience and customer experience analysis. * Process mapping / customer journey mapping. * Process analysis and improvement identification. * Operational quality control. * Data analysis tools. * Desirable: Lean, VSM, or other continuous improvement methodologies. Competencies * Customer orientation. * Analytical ability and attention to detail. * Organization and clear communication. * Teamwork and adaptability. * Alignment with KRUK values. Languages * Spanish B2 or higher. * English B2/C1. Education * Bachelor’s degree in Business Administration and Management (ADE), Finance, Operations, or related fields. Experience * Minimum 2 years in operations, customer experience, process analysis, or quality control. * Desirable experience in high-volume operational environments or the financial sector. Tools * Intermediate/advanced Excel. * Power BI (desirable). * SQL (desirable). * Visio, Miro, or other process documentation tools. **Why Join KRUK Spain?** ---------------------------------- * Permanent contract. * Hybrid work model: up to **60% remote work per month** + During summer, Christmas, long weekends, and Easter week: **100% remote work**. * Flexible working hours (start time between 7:30 and 10:00 AM). * Reduced working hours on Fridays. * 23 working days of vacation + 1 additional day for your birthday. * Complimentary private health insurance. * Transportation allowance and remote work support. *At KRUK Spain, we are committed to promoting diversity and inclusion within our team. We actively value applications from all candidates, fostering equal opportunity and fair competition. It is important to us that our selection process is comfortable and accessible to everyone. Therefore, if you require any specific accommodations during your application process, please let us know or contact us directly.*
