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Customer Experience and Voice of the Client (VOC) Consultant


At Tangity, the global studio of the NTT DATA Design Network, we break down complexity to the human scale. We create tangible and intuitive solutions that have a positive impact on companies and society.

As a design studio, our job doesn't stop once a product is launched, it continues until the idea succeeds out in the wild. We accompany businesses on their path of evolution or radical innovation, including testing, measurement, and optimization, while empowering their way of work. We help them look toward the future and imagine the long-term impact their solutions will have on people, the planet and society.

To do so, we focus on people's needs and desires and leverage all of NTT DATA's technology. NTT DATA, Trusted Global Innovator, is a dedicated IT services and solutions partner for customers worldwide: headquartered in Tokyo and employing more than 100,000 professionals in over 50 countries.

What you’ll do

We truly believe that companies and institutions must focus on user and citizien's experiences. That is why one of our Madrid-based teams is specialized in this area, and now is ready to grow up!

Your key responsibilities will include:

  • Design and execution of Voice of Customer programs.

  • CX Analytics.

  • Definition of objectives and KPIs related to customer experience (NPS, CSI, OKRs).

  • Construction of Customer Journeys, both AS IS and TO BE, taking into account the interaction in different channels.

  • Elaboration of roadmap and action plan.

  • Design and execution of CRM and Loyalty strategies.

  • Reporting and presentation of results.

  • Participate in the process of conceptualization and design of new customer experiences.

  • Contribute to CX/VoC vision, client proposal development and project execution.

  • Work side by side with other teams such as service design, branding, digital agency, and strategic consulting.

Who are we looking for

We are looking for a Customer Experience Consultant with:

  • Bachelor's / Bachelor's degree.

  • Specific training/master's degree and experience (1-3 years) in Customer Experience.

  • Previous experience in Business Consulting.

  • Experience in experience design/VoC program design projects.

  • Knowledge and experience in qualitative and quantitative research techniques.

  • Ability to analyze challenge/context, and conceptualize solutions.

  • Verbal communication and presentation skills, both internally and in front of clients.

  • Experience working in a team environment.

  • Proactivity and autonomy at work.

  • Ability to adapt to different environments, teams, sectors...

  • Willingness to learn.

  • Good level of English, both spoken and written.

This is an amazing time to join the company as we continue to grow rapidly. If you feel that you are up for a challenge, please apply with your CV.

How to apply

After you hit the button “Apply”, you will be redirected to NTT DATA's career portal. As we operate globally, please provide your resume and portfolio in English. We do receive a lot of emails, so please apply only via the portal to make sure your application won't get lost.