Customer Experience Leader

hace 6 meses


Buenos Aires, Argentina FYG Consultoría A tiempo completo

Estamos en búsqueda de **Customer Experience Leader**, para sumarse a compañía aseguradora líder, con presencia internacional.

Tu rol será estratégico, trabajando junto al Gerente del área, socios de negocios y alianzas tecnológicas para transformar el negocio de manera innovadora.

**Tus responsabilidades claves serán**:

- Diseñar y ejecutar la estrategia de NPS en los distintos canales de atención, transaccional y relacionalmente
- Revelar insights de los usuarios para detectar oportunidades de mejora, tanto en el propio modelo de atención como en el producto
- Ejecutar la estrategia de medición competitiva para tener benchmark de mercado en pos de oportunidades de mejora comparativas
- Proponer soluciones innovadoras para la mejora de Experiência del Cliente (chatbots, preguntas frecuentes, flujos de producto nuevos)
- Generar información y análisis basados en la Voz del Cliente con el objetivo de identificar quick wins y oportunidades de mejora trabajando en conjunto con las áreas de Tecnología, Producto y Negocio
- Definir y controlar las métricas de CX, comunicarlas y ejecutar los cambios necesarios
- Diseñar los Customer Journey´s y procesos afines

**Requisitos**:

- Profesional universitario graduado en Cs Económicas, Comunicación, Marketing o afines.
- Posgrado / Maestría es un plus. (MBA o similar)
- Conocimientos intermedios (deseable avanzados) de:
Excel (Macros, Tablas dinámicas, etc)

Tableau, Microstrategy o afines.
- Habilidades de comunicación y presentación de análisis e insights.
- Experiência en corporaciones grandes y de estructuras complejas, que requieran interacción con varios stakeholders.
- Experiência de al menos 3 años liderando equipos en CX
- Experiência de al menos 5 años en areas afines a CX.
- Conocimiento en rubro Seguros es un plus.
- Team player y orientado a la generación de buen clima
- Se valorarán conocimientos de metodologías ágiles y gestión de proyectos.
- Será un plus la experiência en áreas de Marketing y Producto
- Experiência en áreas que sean puntos de contacto / encuentro con clientes.
- Inglés Intermedio/Avanzado (Conversaciones con equipos a nível regional y Latam)

¿Te sumas?

Esperamos tu CV



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