VIE - CLD Process Analyst (M/F/D)
- Madrid
- Permanente
- Tiempo completo
100%
B15:D15The Customer Loyalty Department (CLD) in Iberia is a dynamic team of approximately 50 collaborators, in charge of governing and ensuring the coherence of processes for both back-office teams (client management and billing) and front-office teams (customer service and support).
The team, composed of Spanish and Portuguese members based in different sites, works across both the front office, which handles direct customer interaction, and the back office, which manages the administrative and operational tasks that support the customer experience.
The department focuses on continuous improvement, resolving customer incidents, and ensuring a quality customer experience.
In addition, it acts as a key liaison with other company areas such as commercial, logistics, operations, IT, etc.The entity is currently undergoing a significant transformation due to a merger between its Industrial and Medicinal business lines, as well as the future and progressive integration of AI into our processes.The VIE will assist in reviewing, updating, and documenting business processes, identifying ways to streamline tasks, and ensuring work standards are consistently applied. They will also help prepare training materials for the team and contribute to maintaining key knowledge within the department.
Summarize this tableThe Customer Loyalty Department (CLD) in Iberia is a dynamic team of approximately 50 collaborators, in charge of governing and ensuring the coherence of processes for both back-office teams (client management and billing) and front-office teams (customer service and support).
The team, composed of Spanish and Portuguese members based in different sites, works across both the front office, which handles direct customer interaction, and the back office, which manages the administrative and operational tasks that support the customer experience.
The department focuses on continuous improvement, resolving customer incidents, and ensuring a quality customer experience.
In addition, it acts as a key liaison with other company areas such as commercial, logistics, operations, IT, etc.The entity is currently undergoing a significant transformation due to a merger between its Industrial and Medicinal business lines, as well as the future and progressive integration of AI into our processes.The VIE will assist in reviewing, updating, and documenting business processes, identifying ways to streamline tasks, and ensuring work standards are consistently applied. They will also help prepare training materials for the team and contribute to maintaining key knowledge within the department.How will you CONTRIBUTE and GROW?Process Support & Documentation:
- Assist in the review and updating of front and back-office process documentation and procedures.
- Support in identifying non-value-added tasks to streamline processes.
- Contribute to ensuring process coherence and the application of work standards.
- Assist in identifying and documenting best practices within the team.
- Coordinate with different CLD activities for the analysis and definition of flows, specifically by participating in meetings and supporting the collection of information from key stakeholders to map out and define processes.Knowledge & Training Assistance:
- Support the team in preparing training materials for new tools and processes.
- Contribute to maintaining knowledge and control over the use of work standards.Are you a MATCH?Education:Master Degree (Engineering, Communication, Business Administration)
Soft and Hard SkillsMust have:
Soft Skills:
- Proactivity & Initiative: The ability to take initiative and seek out tasks without being told.
- Adaptability: Being flexible and able to adjust to a changing environment (due to the merger and AI integration).
- Teamwork: The capacity to collaborate effectively with team members and other departments.
- Communication Skills: Clear and effective communication to understand tasks and report progress.
Hard Skills:
- General computer literacy, including proficiency in Google Workspace (Google Docs, Google Sheets, Google Slides)Nice to have:
Soft Skills:
- Problem-Solving: A foundational ability to think critically and assist in resolving minor issues.
- Attention to Detail: Meticulousness is key for tasks involving documentation and data analysis.
- Willingness to Learn: A strong desire to acquire new knowledge and skills.
Hard Skills:
- Skills in automation and digitalization
- Proficiency in available IT tools (e.g., SF.com, Power BI, SAP)
- Understanding of ERP and CRM flows
- Knowledge of project methodologies
- Data handling and analysis
LanguagesEnglish fluency is Must have
Spanish is Must have
Portuguese is Nice to haveInternal communication aimed at employees already hired by the Company, in compliance with the AL AIR LIQUIDE ESPAÑA, S.A., and AIR LIQUIDE IBERICA DE GASES, S.L.U. Collective Agreement (Art. 12)Our Differences make our PerformanceAt Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.