CX Manager

Rappi; Bogotá; Presencial; COP 80.000.000 - 110.000.000; Jornada completa

Descripción de la vacante

A leading tech company in Bogotá seeks a dynamic Customer Experience Manager. This role focuses on optimizing customer interactions, demanding at least 5 years of relevant experience and strong analytical skills. The successful candidate will collaborate with cross-functional teams to improve customer experience and drive innovative strategies based on data insights. Join a diverse and inclusive environment committed to equal opportunities.

Formación

• 5 years of experience in strategic, analytical, or consulting roles focusing on customer experience.
• Proven track record in strategic consulting projects aimed at customer journey optimization.
• Advanced data analysis skills and expertise in using data to inform decisions.

Responsabilidades

• Design and implement transformative customer experience strategies.
• Collaborate with functional teams to enhance the customer journey.
• Build dashboards and reports translating data into impactful insights.

Conocimientos

Analytical mindset

Strategic thinking

Storytelling skills

Customer journey optimization

A/B testing

Educación

Bachelor’s degree in Engineering, Business Administration, Marketing, or related fields

Herramientas

SQL

Descripción del empleo

Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds!

Do you want to know why Rappi?

WE SEE OPPORTUNITIES where others see problems

WE SEE CLOSE where others see distance

WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender identity, race, religion, nationality, age, disability, training or experience.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission

Check out how it will impact our ecosystem:

We’re seeking a dynamic and strategic Customer Experience Manager with a strong analytical background and proven consulting experience to elevate our customer journey. The primary goal of this role is to optimize the customer experience in a way that minimizes user contact, with the contact rate serving as our North Star metric. You will lead the development and execution of innovative strategies driven by data insights to understand, improve, and eventually reduce the need for direct user interaction, enhancing satisfaction and long-term loyalty.

As part of Rappi, you will be responsible for:

• Design and implement transformative customer experience strategies aligned with business goals, with the objective of reducing user contact (contact rate).
• Collaborate and influence functional teams (product, marketing, support) to develop initiatives that enhance the customer journey and decrease contact points.
• Build dashboards, reports, and presentations that translate data into impactful insights for strategic decision-making.
• Lead experiments, A/B testing to understand customer behavior and shape strategies that reduce contact frequency.
• Drive continuous improvement projects and process optimizations based on behavioral analysis and data insights.

Good and now, what are the requirements for me to be part of this neon universe?

• Bachelor’s degree in Engineering, Business Administration, Marketing, or related fields.
• Minimum 5 years of experience in strategic, analytical, and consulting roles focusing on customer experience or data analytics.
• Proven track record in strategic consulting projects, especially those aimed at customer journey optimization.
• Strong analytical mindset with strategic thinking, results orientation, and expertise in using data to inform decisions.
• Excellent storytelling skills to communicate complex insights effectively.
• Ability to lead cross-functional projects and collaborate in a fast-paced environment.
• Advanced data analysis skills, preferably including SQL.

Worker type: Regular

Company: Rappi Technology Colombia

We are an equal opportunities employer and welcome applications from all qualified candidates. We are committed to creating a diverse and inclusive work environment.