Customer Operations Specialist

País/região: PT

Cidade: Lisboa

Plataforma de Negócio: Client Solutions

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.

What you will do:

The candidate will map and quantify existing processes, delivering clear and data-driven insights into operational performance, while driving the modernization and automation of workflows through digital and advanced analytics solutions to improve efficiency, reduce cycle times, and generate measurable cost savings.

Key Responsibilities

Data analysis and decision support

• Analyse operational, financial, and legal recovery data to identify trends, patterns, deviations, and opportunities

• Use analytical tools (Power BI, advanced Excel, SQL or similar) to generate actionable insights

• Create dashboards and simple predictive models to support strategic decisions, such as:

• recovery probability,

• process prioritisation,

• portfolio segmentation,

• profitability assessment.

• Provide clear, evidence-based recommendations to support strategic and operational decisions

Innovation and Digital Transformation

• Identify automation opportunities (RPA, workflows, smart forms).

• Support the implementation of tools such as RPA, workflow solutions, smart forms, AI-based classification models, and advanced analytics solutions.

• Contribute to the integration of Artificial Intelligence and data-driven tools into litigation and debt recovery processes

• Monitor market trends, best practices, and emerging technologies that may improve the performance of the area.

• Proactively propose innovative solutions to reduce costs, increase productivity, and improve recovered amounts.

Process mapping, analysis, and optimization

• Map end-to-end processes, identifying bottlenecks, inefficiencies, and improvement opportunities.

• Design future-state processes (as-is / to-be) with a focus on efficiency, cost reduction, and shorter cycle times and improved recovery performance

• Quantify process performance through operational and financial indicators

• Identify root causes behind operational inefficiencies and propose practical improvement measures

• Produce clear documentation: flowcharts, business cases, decision matrices, and performance KPIs.

Functional requirements definition and writing

• Translate business needs into detailed requirements for IT, data, and automation teams.

• Support implementation, validation, and testing of new solutions or tools.

• Act as a bridge between business teams and technical teams, ensuring that solutions are aligned with operational needs.

• Support user acceptance testing and post-implementation monitoring.

Continuous Improvement Culture

• Challenge existing practices constructively and promote a culture of continuous improvement.

• Encourage data-based decision-making within the team.

• Support change management initiatives and help embed new ways of working.

• Contribute to increasing operational maturity, efficiency, and accountability across the Litigation and Debt Recovery area.

Employment type: Full Time

Work model: Hybrid

Location: Lisbon

What are we looking for

• Strong critical thinking and ability to challenge the status quo

• Structured thinking and problem-solving orientation

• Knowledge of Artificial Intelligence (AI) applications in operational contexts, such as case classification, predictive modelling for debt recovery probability, and workflow optimisation

• Experience with data analytics tools (e.g., Power BI, SQL, Python, R) for creating dashboards, extracting insights, and supporting decisionmaking

• Understanding of machine learning concepts and their application to portfolio segmentation, prioritisation of legal actions, and trend forecasting

• Familiarity with process automation technologies (RPA, smart forms, integration platforms)

• Ability to translate business challenges into data and AI requirements, collaborating effectively with data scientists, engineers, and IT teams

• Ability to work independently, with initiative

• Previous experience in Litigation, Debt Recovery, or regulated industries

• Experience in automation or digital transformation or process improvement projects

• Basic understanding of predictive models or machine learning concepts and their application to portfolio segmentation, prioritization of legal actions, and trend forecasting

• Experience in cost optimization, operational efficiency, or profitability analysis.

• Experience preparing business cases and supporting management decision-making

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 reasons to 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 Wor

• kplaces by Houston Chronicle

Discover our tips to enhance your performance during the recruitment process and apply until 08/07/2026 if you think you are the right fit for this opportunity.