Customer Experience (CX) Specialist

Ten Group; São Paulo; Híbrido; BRL 30.000 - 70.000; Tempo integral

Resumo da oferta

Uma empresa inovadora está em busca de um Especialista em Experiência do Cliente para liderar iniciativas que melhorem a jornada do cliente. Neste papel, você será responsável por analisar dados, mapear jornadas e colaborar com equipes para implementar melhorias. Se você é apaixonado por criar experiências excepcionais e tem habilidades analíticas, esta é a oportunidade ideal para você se juntar a uma equipe dinâmica em um ambiente que valoriza a diversidade e a inclusão. Venha fazer parte de uma organização que se destaca no setor de serviços de luxo e que está comprometida em fazer um impacto positivo na sociedade.

Qualificações

• Capacidade de liderar e colaborar com colegas e partes interessadas.
• Experiência em análise de experiência do cliente e métricas de satisfação.

Responsabilidades

• Gerenciar o Plano de Melhoria de Serviço e mapear jornadas do cliente.
• Colaborar com o Gerente de VoC para relatórios mensais e atualizações.

Conhecimentos

Liderança e influência

Análise de dados

Conhecimento de métricas de satisfação do cliente

Aptidão para tecnologia e soluções digitais

Acumen comercial

Formação académica

Experiência em funções focadas no cliente

Proficiência em português e inglês

Ferramentas

Microsoft Office

Excel

PowerPoint

Descrição da oferta de emprego

Join Ten Group as a Customer Experience (CX) Specialist

Ten is building a global CX team to improve and create compelling and seamless customer experiences for our members worldwide, both online and offline. The CX team will be positioned around the globe, with representation in each region, reporting up to a central, global function.

About the Role
As a CX Specialist, you will report to the Global CX Head and will bridge the gap between functions in their region, and also between the region and global service support, with an expert understanding of all the customer journey touchpoints and how they hinder or excel in delivering the best possible member experience.

Key Responsibilities

• Own the Service Improvement Plan for your region, including the process that integrates it with regional management and the global SIP.
• Analyse and interpret a variety of information and data to inform planning and prioritisation based on impact and effort.
• Map and plot all elements of customer journeys to pick apart, analyse, challenge, and identify required changes and their priority.
• Collaborate with VoC Manager to produce a monthly report and biannual update of Request Journey Map.
• Identify areas for improvements and opportunities through VoC data and your own usage of the service.
• Combining local needs with global priorities, contribute to CX roadmap, spanning across multiple areas of the business, coordinating with other initiatives and informing/influencing cross-departmental priorities.

What We’re Looking For:

• Ability to lead, influence and collaborate closely with a broad range of colleagues and stakeholders at all levels.
• Able to draw the narrative out of a complex set of data points, and write reports that ‘tell the story’ in a compelling way that inspires action.
• Knowledge of customer loyalty and satisfaction metrics such as CSAT, NPS, CES and CLV.
• Capable of keeping track of the differences and similarities between our complex and differentiated teams and corporate accounts, while also working in a client-agnostic manner.
• An aptitude for technology and digital solutions.
• Analytical and able to spot and predict problems and risks.
• Demonstrative of excellent commercial acumen.

Qualifications & Experience:

• Proficiency in business-level Portuguese and English.
• Experience in customer-focused roles or in customer experience analysis.
• Familiarity with tools such as Microsoft Office, particularly Excel and PowerPoint.
• Exposure to Lean Six Sigma practices for CX improvement (desirable).

Guidelines for Hybrid Work :

• Located in São Paulo.
• At least 2x a week in the office.
• A secure home office at your confirmed address, free from background noise or other distractions.
• Internet service must meet minimum requirements and minimum speed check must be completed.

Who We Are
Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.