Customer Experience Coordinator

Jobtailor; Rio Quente; Presencial; BRL 180 000 - 270 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a Senior Customer Experience Leader to guide the capability team, translate the Customer Experience strategy into actionable plans, and drive improvements across the guest journey.

You will lead governance, turn data into guidance for decisions, and ensure the team delivers high-quality work aligned with CX guidelines while promoting continuous improvement and cross-functional collaboration.

Qualificações

• Bachelor’s degree in a related field (Business Administration, Engineering, Hospitality, Tourism, Marketing).
• Postgraduate qualification in Customer Experience, Management, Projects, or Business is preferred.
• Advanced proficiency in Microsoft Office.
• Knowledge of BI tools, digital collaboration tools, project management platforms, and Generative AI platforms is preferred.
• Customer Experience and customer journey management.
• People management.
• KPI-driven management.
• Project management.
• Continuous improvement and process management.
• Data analysis.
• Forum facilitation and cross-functional management.
• Business Intelligence tools, such as Power BI or similar, preferred.
• BPM/BPMN methodologies preferred.
• Lean, PDCA, Kaizen, Design Thinking, and Agile methodologies (Scrum/Kanban) preferred.
• Knowledge of process automation and digital transformation preferred.
• Experience using Generative AI and Large Language Models (LLMs) preferred.

Responsabilidades

• Lead the team within the organizational capability under your responsibility, fostering development, engagement, and performance management
• Translate the Customer Experience department's strategy into team action plans and priorities
• Define, implement, and continuously improve methods, processes, standards, and routines related to the capability being led
• Work cross-functionally with partner departments to drive improvements in the guest journey
• Turn data, metrics, and evidence into guidance for decision-making
• Lead governance and strategic initiative tracking forums
• Monitor performance indicators and ensure the continued improvement of the capability’s results
• Promote continuous improvement, innovation, and the sharing of Customer Experience best practices
• Ensure the technical quality of the team’s deliverables and alignment with CX guidelines
• Represent the Customer Experience department in corporate projects and forums
• Manage the team’s administrative routines, including feedback, vacation, timekeeping, development, and performance reviews
• Ensure compliance with internal policies and the Code of Conduct

Conhecimentos

Customer Experience Management

Project Management

Data Analysis

KPI-Driven Management

People Management

Formação académica

Bachelor’s degree in Business Administration or related field

Postgraduate qualification in Customer Experience

Postgraduate qualification in Management

Postgraduate qualification in Project Management

Ferramentas

Microsoft Office

Business Intelligence Tools

Generative AI Platforms

Digital Collaboration Tools

Project Management Platforms

Descrição da oferta de emprego

• Lead the team within the organizational capability under your responsibility, fostering development, engagement, and performance management
• Translate the Customer Experience department's strategy into team action plans and priorities
• Define, implement, and continuously improve methods, processes, standards, and routines related to the capability being led
• Work cross-functionally with partner departments to drive improvements in the guest journey
• Turn data, metrics, and evidence into guidance for decision-making
• Lead governance and strategic initiative tracking forums
• Monitor performance indicators and ensure the continued improvement of the capability’s results
• Promote continuous improvement, innovation, and the sharing of Customer Experience best practices
• Ensure the technical quality of the team’s deliverables and alignment with CX guidelines
• Represent the Customer Experience department in corporate projects and forums
• Manage the team’s administrative routines, including feedback, vacation, timekeeping, development, and performance reviews
• Ensure compliance with internal policies and the Code of Conduct

Requirements

• Bachelor’s degree in Business Administration, Engineering, Hospitality Management, Tourism, Marketing, or a related field
• Postgraduate qualification in Customer Experience, Management, Processes, Project Management, or Business is preferred
• Advanced proficiency in Microsoft Office
• Knowledge of BI tools, digital collaboration tools, project management platforms, and Generative AI platforms is preferred
• Customer Experience and customer journey management
• People management
• KPI-driven management
• Project management
• Continuous improvement and process management
• Data analysis
• Forum facilitation and cross-functional management
• Business Intelligence tools, such as Power BI or similar, preferred
• BPM/BPMN methodologies preferred
• Lean, PDCA, Kaizen, Design Thinking, and Agile methodologies (Scrum/Kanban) preferred
• Knowledge of process automation and digital transformation preferred
• Experience using and applying Generative Artificial Intelligence and Large Language Models (LLMs) preferred

Core Competencies

Demonstrates expertise in Customer Experience management, project management, and continuous improvement methodologies. Proficient in data analysis and KPI-driven management to enhance team performance and guest journey outcomes.

Highest-signal resume keywords

• Customer Experience Management
• Project Management
• Data Analysis
• KPI-Driven Management
• People Management

Hard Skills

• Data Analysis
• Project Management
• Continuous Improvement
• Process Management
• Customer Journey Management

Soft Skills

• Team Leadership
• Cross-Functional Collaboration
• Forum Facilitation

Certifications & Qualifications

• Postgraduate Qualification in Customer Experience
• Postgraduate Qualification in Management
• Postgraduate Qualification in Project Management

Industry Keywords

• Lean
• PDCA
• Kaizen
• Design Thinking
• Agile Methodologies

Tools & Technologies

• Microsoft Office
• Business Intelligence Tools
• Generative AI Platforms
• Digital Collaboration Tools
• Project Management Platforms