Operations & Customer Experience Specialist Milano

Operations & Customer Experience Specialist
Milano
Lombardia, Milano

About us

The Operations and Customer Experience Specialist will play a pivotal role in optimizing operational processes and enhancing the overall Casavo customer journey. This multifaceted role requires a strategic thinker who can balance operational efficiency with a customer-centric approach. The Operations and Customer Experience Specialist will be responsible for analyzing and improving operational workflows, implementing customer experience initiatives, and driving continuous improvement across all touchpoints.

- Customer Experience_

- Measure and monitor customer satisfaction across the Casavo value chain, providing the relevant insights on pain points and opportunities.

- Define the key metrics that drive customer satisfaction and work closely with Data to ensure they become a north star in the company culture.

- Take charge of processes and customer journey mapping initiatives to guarantee comprehensive visibility across the company value chain.

- Define service strategies and support in designing solutions that enhance customer satisfaction and drive business growth.

- Operations_

- Identify key performance metrics and closely monitor the impact of product and process changes, making necessary adjustments to encourage adoption and maximize returns.

- Work closely with Product, Design and Commercial teams to ensure alignment and facilitate the design, development, release and feedback collection for new features.

- Collaborate with the Head of Ops and other key stakeholders to explore and develop strategic initiatives aimed at maximizing ROI and driving business growth.

- Provide to the Ops team mentorship and guidance on design best practices and customer experience dynamics to foster a high-performing and collaborative work environment grounded on knowledge sharing and cross contamination.

**Key Qualifications for the Role

- Full English and Italian proficiency

- 4+ years experience in operations, customer experience, service design or similar

- University degree required ideally in management, engineering, design or any technical

discipline

- Demonstrated ability to work in an agile and cross functional environment

- Familiar with user journey mapping and process mapping techniques

- Strong communication skills, written and verbally

- Comfortable working under pressure and dealing with challenging goals

- Previous experience in tech companies (preferred)

- Previous experience in consulting (preferred)

**Benefit & Perks

We have built up four benefit pillars to make your life easier as a Casavo employee!

Physical

- 6 Pillow Days per year that we can use as a Sick Leave without showing any protocol number

Emotional

- Birthday Off to be used during your birthday month

- Mindfulness Journey

Social

- Smart Working Policy remote friendly

- Learn moments to share knowledge and experiences

- Corporate Social Responsibility Days in which, during wor

- king hours, employees engage in voluntary activities;