Customer Experience Senior Specialist

We are EDP, a global energy company present in around 29 markets with a particular emphasis on renewable energies. With more than 45 years of experience, we have been consolidating a relevant presence on the world energy scene based on the commitment to be all-green by 2030, leading the energy transition. With more than 13,000 employees around the world, we are committed to using our energy and heart to drive a better tomorrow.

The Customer Experience Senior Specialist role is primarily responsible for leading a team dedicated to optimizing the experience of EDP's business customers, representing approximately 300,000 clients, throughout their end-to-end journey. This role combines a strong focus on data analytics, the management of cross-functional transformation projects, and the development of continuous improvement initiatives aimed at enhancing customer experience and business outcomes.

This professional will be responsible for transforming customer knowledge and insights into concrete actions that contribute to resolving pain points, improving satisfaction, increasing retention, and creating differentiated customer experiences. We are looking for a highly analytical and results-oriented individual with strong critical thinking skills, capable of identifying improvement opportunities, designing high-impact solutions, and leading their implementation in collaboration with different business areas and stakeholders. The role will have an Iberian scope, being responsible for managing and evolving the experience of business customers across Portugal and Spain, ensuring a consistent and aligned approach between both markets.

Main responsibilities:

• Identify opportunities to simplify processes and enhance the customer experience, ensuring an appropriate balance between customer impact and business value.
• Analyze customer feedback and satisfaction metrics, including Voice of Customer (VoC) insights, to identify the key drivers of customer dissatisfaction and correlate them with operational indicators such as lead time, first call resolution, churn, and others.
• Manage customer experience transformation projects across Portugal and Spain, ensuring alignment among cross-functional teams and the achievement of defined objectives.
• Monitor the implementation of initiatives and measure their outcomes, through business performance and customer satisfaction indicators.
• Define and continuously evolve the customer listening strategy, including customer journey touchpoints, contact channels, segmentation criteria, and key performance indicators to be monitored.
• Develop and enhance customer personas and profiling models, complementing existing segmentation approaches and fostering a deeper understanding of the needs, behaviors, and expectations of different customer groups, supporting the design of differentiated customer experience and communication strategies that are consistent across markets.
• Lead the communication strategy for business customers, ensuring message consistency, contextual relevance, and alignment with EDP’s values, with the objective of delivering a distinctive customer experience throughout the entire customer journey.
• Ensure close collaboration with Front Office, Sales Channels, Account Management, Brand, Communications, Marketing, and Digital teams, to effectively implement defined initiatives and guarantee a consistent customer experience.
• Lead, develop, and support the team, fostering a culture of continuous improvement, customer centricity, and results orientation.

Employment type: Full-Time

Work site: Hybrid Model

What are we looking for:

• Bachelor's or Master's degree in Management, Economics, Marketing, Engineering, or a related field
• 5-7 years of relevant professional experience in customer experience, strategy consulting, marketing, and/or project management roles, preferably in a B2B environment or within the energy and utilities sector.
• Experience in customer data analysis, satisfaction metrics, and the identification of customer experience improvement opportunities.
• Experience managing cross-functional projects and coordinating multiple stakeholders
• Experience leading, coordinating, or developing multidisciplinary teams.
• Strong analytical skills and data-driven decision-making capabilities.
• Customer and results-oriented mindset..
• Rigour, organization, and attention to detail in data analysis and interpretation.
• Strategic mindset with the ability to identify improvement opportunities that impact both customer experience and business performance.
• Ability to manage multiple deliverables simultaneously in multidisciplinary and continuously evolving environments.
• Strong project management skills, with the ability to influence, engage, and coordinate stakeholders
• Autonomy, initiative, and critical thinking in problem-solving.
• Team leadership, development, and the ability to mobilize teams towards common goals.
• Ability to operate in multinational environments, ensuring alignment across different markets and geographically distributed teams.

More than academic knowledge and technical skills, we are looking for ambitious people who are enthusiastic about the future and who bring human skills aligned with our purpose.

Equal opportunities for all

Our vision is that each person combines their unique characteristics and experiences to fulfill our mission of creating new energy for the planet. We are an inclusive employer, ensuring all candidates are treated fairly throughout the recruitment process. We welcome and value all people, and we are committed to fostering a sense of belonging for each person who is part of the EDP group.

Need more reasonsto apply?

As a top employer we:

• Empower our employees through a positive and innovative work environment that promotes collaboration and agile decision-making;
• Respect and value each person, providing a flexible, healthy, and inclusive workplace with a range of attractive benefits;
• Provide a meaningful work experience and prepare our people for future challenges through different opportunities for development and internal mobility;

Our efforts have resulted in several distinctions over time, highlighting the EDP group's strong positioning and its dedication and commitment to attracting and retaining the best talent:

• Top employer certification by Top Employers Institute
• Part of the Bloomberg Gender-Equality Index
• Global certification as a family-responsible company by Fundación Másfamília
• Top 100 Workplaces by Houston Chronicle

Discover our tips to enhance your performance during the recruitment process and apply until 24/08/2026 if you think you are the right fit for this opportunity.