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Digital Experience
hace 3 semanas
Primary Responsibilities:
- Define the implementation and promotion strategy for digital, self-service, and assisted service channels
- Coordinate projects with IT to support the adoption of global platforms
- Monitor, analyze, and report key metrics (adoption, usage, satisfaction, digital containment)
- Analyze CX processes to assess feasibility for migration to new channels
- Evaluate, propose, and support the adoption of new technologies by BPOs (Business Process Outsourcing) and digital tools that impact user experience, ensuring a balance between cost and quality
- Manage tools and channels provided by the BPO vendor, such as IVR, to promote transaction automation and ensure proper tool performance
- Foster a customer-oriented digital culture across the organization
- Participating in regional meetings and with key stakeholders to follow up on technological improvements
- Ensure documentation and training for Customer Experience and technical support teams on new features and digital tools
- Manage key tools and platforms to maximize their use, drive adoption, and fully leverage their potential to enhance customer experience and operational efficiency
Requirements:
- Education:
Bachelor's degree in Administrative or related fields - Experience:
3 to 5+ years leading digital projects, digital customer experience (CX), or process automation initiatives - Languages:
Spanish and English (intermediate to advanced level); Portuguese (basic level). - Skills
: Strategic thinking and business vision, customer orientation and digital empathy, Collaborative leadership with IT, UX, operations, and business teams, effective communication, resilience and adaptability to change, Influencing skills to drive digital adoption, continuous improvement and innovation mindset
Knowledge
- Participation in the definition of digital customer experience strategyImplementation of technologies such as chatbots, intelligent FAQs, virtual assistants, and RPA (Robotic Process Automation)
- Knowledge of customer service platforms (e.g., Zendesk, Genesys, Salesforce)
- Expertise in digital transformation and change management, including digital culture development and leadership in technology adoption
- Agile mindset, with experience in methodologies such as Design Thinking and Lean UX
- Data analysis and visualization, including dashboard interpretation
- Service architecture and solution design, with a focus on channel and tool integrationProject management using frameworks such as Scrum, Kanban, OKRs, or other agile methodologies for initiative implementation
Benefits:
Flexible schedule and 3 days of home office, medical and life insurance, additional days off, an annual wellness benefit and discretionaryannual bonus amongother.
