Digital TED Client Services Experience Lead for Key Markets

• Location: Barcelona

Position Overview

The Client Services Experience Lead for Key Markets drives operational excellence and strategic improvement of Digital Tech Client Services across Key Markets. This role requires experienced-level expertise in service performance management, digital transformation, and stakeholder engagement to deliver exceptional client support services across three core service lines: Digital Desk, Onsite Support, and Specialized Services.

The position focuses on optimizing vendor-delivered operational efficiency, enhancing user satisfaction through data-driven insights, and leading continuous improvement initiatives. As the organization initiates its AI virtual agent journey, this role will provide critical market-specific feedback to shape agent performance and user adoption strategies, while continuing to ensure excellence in traditional support delivery.

Key Responsibilities

Service Performance & Operational Excellence

• Drives vendor performance excellence across all three service lines (Digital Desk, Onsite Support, Specialized Services) in Key Markets by monitoring and analyzing comprehensive Client Services KPIs, ensuring support vendor delivery meets SLA targets, conducting regular vendor performance reviews, and proactively escalating performance gaps to the Client Services & Experience Manager with data-driven recommendations for resolution

• Manages vendor relationship and service quality for Key Markets by serving as the primary operational liaison with the support vendor, coordinating service delivery improvements, facilitating regular operational reviews, ensuring adherence to contractual commitments, and driving vendor accountability for service excellence

• Leads Digital Desk performance optimization for Key Markets through advanced analysis of support patterns, identifying improvement opportunities to reduce average resolution time and increase first-contact resolution for resolvable categories, enhancing service efficiency and user productivity

• Develops and executes digital support adoption strategies for Key Markets by conducting in-depth analysis of Digital Desk interactions, identifying automation opportunities including emerging AI virtual agent capabilities, and implementing solutions that reduce resolution time, elevate user experience, and optimize Client Support costs

• Optimizes Onsite Support delivery by analyzing service patterns, coordinating resource allocation across Key Markets sites, and ensuring seamless integration between remote and onsite support channels to maximize efficiency and user satisfaction

• Enhances Specialized Services capabilities by identifying skill gaps, coordinating with technical experts, and ensuring appropriate escalation pathways for complex technical issues requiring advanced expertise

• Manages complex escalations serving as the primary point of contact for multi-site or region-wide Client Support issues in Key Markets, coordinating cross-functional resolution across all service lines and ensuring business continuity

• Monitors and acts on user satisfaction insights by analyzing end-user feedback and satisfaction metrics across all Client Support channels in Key Markets, identifying service improvement opportunities, and partnering with the support vendor to design and implement targeted enhancement initiatives across all service delivery channels

Strategic Initiatives & Continuous Improvement

• Provides market-specific feedback on AI virtual agent performance by systematically analyzing agent interactions, user feedback, resolution patterns, and adoption trends in Key Markets, identifying knowledge gaps, regional nuances, language considerations, and usability issues, and collaborating with global AI development teams to enhance agent accuracy, response quality, and user satisfaction

• Supports AI virtual agent adoption and change management in Key Markets by monitoring user acceptance, identifying adoption barriers, coordinating with communications teams on awareness campaigns, partnering with the support vendor to address training needs, and ensuring smooth integration of AI capabilities into existing support workflows

• Deploys new workflows and service innovations in Key Markets in close partnership with the DTED Manager, ensuring seamless implementation, change management, user adoption, and continuous optimization of new processes and technologies

• Drives knowledge management effectiveness by analyzing support ticket trends to identify knowledge gaps, collaborating with the support vendor to develop and maintain high-quality knowledge base content, and ensuring self-service resources are accessible, accurate, and aligned with Key Markets user needs

Stakeholder Management & Reporting

• Provides strategic reporting and insights to the Client Services & Experience Manager through monthly KPI analysis across all service lines, highlighting trends, risks, and opportunities, and recommending actionable improvements to service delivery including vendor performance assessment and improvement plans

• Engages with senior stakeholders across Key Markets, building strong partnerships with regional and local leaders, support vendor delivery managers, the DTED Manager for Key Markets, and cross-functional teams to align service delivery with business objectives and drive continuous improvement

• Collaborates with DTED Manager for Key Markets on strategic initiatives ensuring alignment between service delivery operations and enterprise technology strategy

• Represents Key Markets interests in global Client Services forums, sharing regional insights, contributing to best practice development, and ensuring Key Markets considerations are reflected in global service strategies and technology initiatives

Required Experience & Competencies

Technical & Functional Expertise

• Experienced Client Support leadership: Demonstrated expertise in Client Support operations across multiple service delivery channels (remote, onsite, specialized), preferably in a leadership or advisory capacity, with proven ability to drive performance improvements and service excellence across international markets

• Advanced outsourced service delivery management: Extensive experience managing outsourced IT services across multiple geographical locations and time zones, with strong vendor management capabilities including performance monitoring, SLA management, vendor relationship oversight, and proven track record of ensuring service quality across diverse service lines

• ITSM platform proficiency: Working knowledge of ServiceNow, including ticketing workflows, reporting capabilities, and integration with support tools

• Digital support technologies (Intermediate to Experienced): Familiarity with contemporary support technologies including digital service desks, self-service portals, knowledge management systems, and emerging AI-enabled support capabilities such as chatbots and virtual agents, with ability to assess technology effectiveness and identify improvement opportunities

• Workflow design and process improvement (Advanced): Strong capability in analyzing, redesigning, and optimizing support workflows, with experience implementing process innovations and driving operational efficiency improvements

• Experienced project coordination: Proven ability to coordinate and support IT initiatives involving cross-functional teams and international stakeholders, ensuring alignment with global business objectives and successful outcomes

Transversal Competencies

• Stakeholder relationship management (Experienced): Demonstrated ability to engage and influence stakeholders at multiple levels, navigate cultural differences and language barriers, and build collaborative partnerships across international markets, with technology delivery teams, and with external vendor partners

• Data analysis & insights (Advanced): Strong analytical skills with ability to interpret complex service data across multiple channels, identify trends and patterns, develop actionable insights, and drive data-driven decision-making for continuous improvement

• Vendor management (Experienced): Proven capability in managing vendor relationships, driving vendor accountability, conducting performance assessments, facilitating service improvement dialogues, and ensuring contractual compliance while maintaining constructive partnerships

• Continuous improvement mindset (Experienced): Proven track record of identifying improvement opportunities, implementing process enhancements, driving operational efficiency through innovation and best practices, and leading transformation initiatives

• Cross-functional collaboration (Advanced): Excellent ability to work effectively across organizational boundaries, coordinate with diverse teams (including DTED, vendor partners, regional stakeholders, and global service teams), and ensure seamless service delivery in complex, multi-stakeholder environments

• Communication (Experienced): Strong written and verbal communication skills with ability to present complex information clearly to technical and non-technical audiences, including senior leadership

• Change management (Experienced): Proven ability to support organizational change, drive user adoption of new technologies and processes, and manage resistance while ensuring successful implementation of service innovations