Job Summary: This position aims to align geographies to positively impact customer centricity, driving the company’s strategy and customer satisfaction with innovative and sustainable solutions. Key Highlights: 1. Lead and guide teams in tactical process improvements 2. Focus on customer experience and innovation 3. Professional development and internal mobility Country/Region: BR City: São José dos Campos Business Platform: Networks In distribution, we serve over 3.6 million customers across the states of São Paulo and Espírito Santo, delivering 24.421 GWh of electricity in 2020. We prioritize the quality of electricity supply—achieving the best national performance indicators—as well as excellence in customer service and safety for our workforce and the general population, areas in which we are a national benchmark. Our company is part of EDP, a global energy group present in approximately 30 markets, with a particular emphasis on renewable energy. With over 45 years of experience, we have consolidated a significant presence in the global energy landscape, grounded in our commitment to becoming fully green by 2030 and leading the energy transition. With more than 13,000 employees worldwide, we are committed to using our energy and our hearts to drive a better tomorrow. **Job Mission** This role is responsible for promoting alignment among UND geographies, focusing on actions that result in initiatives positively impacting customer centricity, thereby supporting the company’s strategy and customer satisfaction. Initiatives must be linked to innovative solutions aligned with market trends, ensuring business sustainability and leadership positioning within the sector, identifying opportunities for continuous improvement through systemic solutions and in compliance with procedures and regulatory requirements. Guides the work of Junior Analysts and supports Senior Analysts’ work. **Main Responsibilities** * Analyze opportunities for process improvement, define priorities, and guide and lead the team in a tactical context, leveraging tools provided by the company; Coordinate internally identified solutions, always ensuring process integrity, evolution, and regulatory compliance; * Stay updated on organizational directives and policies related to regulation, IT, and other matters relevant to the role, through research, monitoring regulatory publications, participation in study groups, and visits to industry websites and forums; * Coordinate with business areas to contribute to defining parameters, indicators, and KPIs for departmental management reports; Contribute to analysis of quantitative and qualitative Customer Satisfaction and Dissatisfaction Survey results, including diagnostic reporting, identification of improvement opportunities, development of action plans, and follow-up on implemented actions; * Support implementation of content related to excellence in service delivery for interventions with the workforce (direct and third-party employees); Contribute to organizational working groups, internalizing best practices and sharing experiences and knowledge; Support controls to ensure budget execution remains within planned parameters, providing necessary information; * Contribute to compiling data required for issuing the department’s Management Report, which communicates performance indicators to the company’s management team; * Support coordination and management of projects developing commercial solutions; Assist in managing changes involving UND system and process modifications; * Act impartially, ethically, and in accordance with legal principles, guiding and ensuring compliance with norms/rights and duties applicable to customers, the company, and society; * Comply with company guidelines, policies, standards and procedures, legislation, and specific instructions governing job performance. **Mandatory Requirements:** * Completed or ongoing undergraduate degree in Administration, Engineering, Finance, Management, or Economics. * In-depth knowledge of the distribution commercial cycle. * Extensive experience leading, analyzing results, and developing action plans related to satisfaction surveys such as IASC, ISQP ABRADEE, CSAT, among others. * Solid knowledge of Customer Experience (CX). * Experience monitoring and analyzing satisfaction surveys, with focus on customer-centric initiatives. * Knowledge of budget management. * Experience preparing executive materials for the Executive Board. * Proficiency in key tools for creating materials and analyses, such as Microsoft Office Suite, BI platforms, and dashboards. * Excellent interpersonal skills. * Intermediate English proficiency. **Equal Opportunity for All** Our vision is that each person brings 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 value and welcome everyone, committing to foster a sense of belonging for every member of the EDP Group. **Need more reasons to apply?** As one of the best employers, we: * Empower our employees with a positive and innovative workplace environment that promotes collaboration and agile decision-making; * Respect and value every individual, offering a flexible, healthy, and inclusive workplace with an attractive range of benefits; * Provide a meaningful work experience and prepare our employees for future challenges through diverse development and internal mobility opportunities. **Our Achievements:** * Certified as one of the best employers by the Top Employers Institute; * Included in the Bloomberg Gender-Equality Index; * Globally certified as a family-responsible company by Fundación Másfamilia; * Recognized as one of the 100 best places to work by the Houston Chronicle. Discover our tips to enhance your performance during the selection process and **apply by March 19, 2025**, if you believe you are the right candidate for this opportunity. **Work Location: São José dos Campos – SP.**
João Silva
Indeed · HR
João Silva
Indeed · HR
