Customer Experience Projects Coordinator – Strategic Communications

Jobtailor; São Paulo; Presencial; BRL 180 000 - 280 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Restaurant d'entreprise

Resumo da oferta

Jobtailor is seeking a Senior CX Project Lead in São Paulo to drive strategic customer experience initiatives and digital transformation across channels. You will coordinate cross‑functional teams and manage end‑to‑end customer journeys, delivering data‑driven improvements and executive‑level updates.

The role requires proven project leadership, CX or customer relations experience, and strong presentation skills to influence leadership and shape customer journeys across the business.

Qualificações

• Proven experience in managing and running strategic projects.
• Experience in Customer Experience, Customer Service or Customer Relations areas.
• Experience defining and implementing customer communication strategies and communication journeys (communication cadences).
• Knowledge and application of agile and related methodologies, including their main ceremonies and frameworks.
• Analytical mindset, with the ability to interpret data and set priorities.
• Strong sense of urgency and ability to operate in complex and dynamic environments.
• Experience managing and developing high‑performance teams.
• Proficiency in preparing executive materials and strategic presentations.

Responsabilidades

• Lead strategic CX projects, ensuring alignment between customer needs and business objectives.
• Act as a champion of customer‑centric culture, promoting initiatives that strengthen the experience across the entire value chain.
• Drive digital transformation projects focused on the evolution of relationship channels, such as mobile apps, portals, WhatsApp, IVRs and other digital channels.
• Work collaboratively with business, technology, operations, product and customer service teams, ensuring an end‑to‑end view of customer journeys.
• Map improvement opportunities, identify bottlenecks and propose innovative solutions based on data and customer insights.
• Manage timelines, risks, dependencies and KPIs for the projects under your responsibility.
• Lead governance processes and executive reviews, supporting leadership decision‑making.
• Lead and develop multidisciplinary teams, fostering a collaborative and results‑oriented environment.
• Structure and lead the communication strategy for customers, beneficiaries and patients, ensuring an integrated and experience‑driven approach.

Conhecimentos

Strategic project mgmt

CX leadership

Agile methodologies

Data interpretation

Executive presentations

Team development

Descrição da oferta de emprego

Responsibilities

• Lead strategic CX projects, ensuring alignment between customer needs and business objectives.
• Act as a champion of customer‑centric culture, promoting initiatives that strengthen the experience across the entire value chain.
• Drive digital transformation projects focused on the evolution of relationship channels, such as mobile apps, portals, WhatsApp, IVRs and other digital channels.
• Work collaboratively with business, technology, operations, product and customer service teams, ensuring an end‑to‑end view of customer journeys.
• Map improvement opportunities, identify bottlenecks and propose innovative solutions based on data and customer insights.
• Manage timelines, risks, dependencies and KPIs for the projects under your responsibility.
• Lead governance processes and executive reviews, supporting leadership decision‑making.
• Lead and develop multidisciplinary teams, fostering a collaborative and results‑oriented environment.
• Structure and lead the communication strategy for customers, beneficiaries and patients, ensuring an integrated and experience‑driven approach.

Requirements

• Proven experience in managing and running strategic projects.
• Experience in Customer Experience, Customer Service or Customer Relations areas.
• Experience defining and implementing customer communication strategies and communication journeys (communication cadences).
• Knowledge and application of agile and related methodologies, including their main ceremonies and frameworks.
• Analytical mindset, with the ability to interpret data and set priorities.
• Strong sense of urgency and ability to operate in complex and dynamic environments.
• Experience managing and developing high‑performance teams.
• Proficiency in preparing executive materials and strategic presentations.

Core Competencies

Demonstrates expertise in leading strategic customer experience projects, driving digital transformation initiatives, and managing high-performance teams. Proficient in developing customer communication strategies and utilizing agile methodologies to enhance customer journeys.