Customer Experience Coordinator (CX & Intelligence)

We are looking for a Customer Experience Coordinator with a strong analytical and technological focus to lead the CX & Customer Intelligence team. Your mission will be to ensure the generation of data-driven insights, coordinate the PMO for strategic initiatives, and support the evolution of the customer journey through research, automation, and system-wide integrations.

If you are passionate about data, technology, and continuous improvement of the user experience, this is your opportunity to create large-scale impact.

Key Responsibilities:

• Team Leadership: Manage and develop the multidisciplinary team of analysts, assistants, and interns in the CX & Customer Intelligence area.
• Research Intelligence: Oversee the execution and analysis of NPS, Mystery Shopping, Tracking, and customer journey mapping.
• Governance and PMO: Coordinate the PMO for CX strategic initiatives, leading monitoring forums and committees.
• Technology and Data: Oversee metrics, automation/bots, support for customer service platforms, and system-wide integrations.
• Technology Support: Structure technology projects and support the Strategic Technology PMO (TEC).
• Executive Communication: Present consistent results and recommend action plans to General Management.

Requirements and Qualifications:

• Education: Bachelor's degree in Marketing, Business Administration, Statistics, Technology, or related fields.
• Required Experience: Strong experience in customer research and intelligence (NPS, Mystery Shopping, Tracking). Experience in Project Management (PMO) and leading analytical/multidisciplinary teams.
• Nice to Have: Experience with automation, bot development, and integration of customer service platforms.

Competencies and Mapped Stack:

• Hard Skills: Business Intelligence (BI), Automation and Bots, Metrics Governance, Experience Research, PMO.
• Soft Skills: Analytical and strategic mindset, executive communication, deadline management, multidisciplinary collaboration.