Remote CX Insights & Strategy Lead

Caylent; Argentina; Remote; ARS 136,430,000 - 197,065,000; Full time

Benefits offered by this job

Laptop provided

Equipment stipend

Learning stipend

Exams/certifications paid

Job summary

Caylent is hiring a detail-oriented Customer Experience (CX) Manager to drive satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on the voice of the customer and translating feedback into actionable insights that inform business decisions and improve loyalty.

You will coordinate executive reviews, manage surveys across channels, and develop dashboards that communicate customer sentiment to leadership.

Qualifications

• 3+ years experience in a customer experience role, professional services, or customers relationship management.
• Knowledge of customer experience methodologies and best practices.
• Experience with CRM systems and customer feedback management platforms.
• Strong analytical skills with experience in statistical analysis and reporting.
• Excellent written and verbal communication skills.
• Experience presenting to senior leadership and stakeholders.
• Excellent time management with the ability to prioritize tasks and manage engagement coverage workload.
• Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments.
• Familiarity with using AI tools to drive operational process efficiencies.

Responsibilities

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders.
• Manage survey collection through various channels including live meetings, email and project team collected responses.
• Ensure consistent data collection processes and maintain high response rates.
• Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern.
• Review and categorize qualitative customer feedback to identify recurring themes and pain points.
• Synthesize complex customer data into clear, actionable recommendations.
• Track metrics against customer experience benchmarks and goals.
• Create comprehensive reports and dashboards that communicate customer sentiment to leadership.
• Present findings and recommendations to executives, department heads, and cross-functional teams.
• Develop compelling narratives that connect customer feedback to business impact.
• Facilitate customer experience review meetings with organizational leaders.

Skills

Customer experience

Data analysis

CRM systems

Survey platforms

Executive communication

Cross-functional collaboration

Tools

Qualtrics

SurveyMonkey

AWS

Job description

Caylent is hiring a detail-oriented Customer Experience (CX) Manager to drive satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on the voice of the customer and translating feedback into actionable insights that inform business decisions and improve loyalty.

You will coordinate executive reviews, manage surveys across channels, and develop dashboards that communicate customer sentiment to leadership.