Customer Experience & Insights Leader

MCS Puerto Rico; San Juan (PR); Presencial; USD 75.000 - 110.000; Jornada completa

Descripción de la vacante

MCS Puerto Rico is seeking a Customer Experience Leader to manage initiatives that directly impact CX and to collaborate with other units to improve the member journey. Scope includes monitoring and optimizing every touchpoint (phone, surveys, social media, in-person) to boost loyalty, retention, and satisfaction while complying with policies.

Responsibilities cover leading operational improvements, developing the unit work plan, implementing CX frameworks, and turning Voice of the Customer into

Formación

• Bachelor’s degree in business/related field.
• Minimum five years in customer relations/operations/customer service.
• Two+ years supervising staff.

Responsabilidades

• Lead initiatives for operational excellence and improve Customer Experience.
• Develop and oversee the Unit’s work plan, prioritizing initiatives based on business needs and member insights.
• Implement and optimize Customer Experience frameworks across channels and touchpoints.
• Identify opportunities and execute solutions that drive customer loyalty and retention.
• Collaborate with internal units to improve processes and deliver innovations across the customer journey.
• Translate Voice of the Customer (VoC) feedback into actionable tactics for improving Customer Experience.
• Monitor KPIs (NPS, satisfaction, first contact resolution, retention) to boost member satisfaction.

Educación

Bachelor’s degree in Business Administration / Marketing / Operations Management

Descripción del empleo

MCS Puerto Rico is seeking a Customer Experience Leader to manage initiatives that directly impact CX and to collaborate with other units to improve the member journey. Scope includes monitoring and optimizing every touchpoint (phone, surveys, social media, in-person) to boost loyalty, retention, and satisfaction while complying with policies.

Responsibilities cover leading operational improvements, developing the unit work plan, implementing CX frameworks, and turning Voice of the Customer into