Customer Experience Coordinator

hace 3 semanas

Bogotá, Bogotá D.E., Colombia Chubb INA Holdings Inc. A tiempo completo
Job Requirements

Key Responsibilities

  • Understand the Customer Experience metrics and other relevant KPIs related to customer interactions and monitor the evolution of the indicators in the Region and per countries.
  • Built Customer Experience reports, ensuring their quality, consistency, accuracy, and timeliness.
  • Generate value analysis to identify pain points in interactions, alerts, and risks on the customer experience, and make timely communication on these to the countries/areas related.
  • Facilitate/accompany/collaborate work with the CX local/regional teams on the definition of root solutions, promoting that these contribute to closing the pain loop of the customer, and presenting those that will contribute positively to more than one country to look for regional sponsorship.
  • Study or build the journey map to understand current situation ("as is") and be able to identify and propose opportunities for improvement on the customer experience ("to be").
  • Work on a coordinated and collaborative manner with the different areas (sales, operations and service, claims, legal) in each of the countries to ensure adherence to processes, methodologies, and the implementation of improvements to the customer experience.
  • Identify success stories / best practices in the countries to communicate them across the Region and, for some of these, coordinate their implementation in the rest of the Region.
  • Lead the analysis of the new CX measurement needs or adjustments in the system to strength the customer experience.
  • Lead, ensure and collaborate in the implementation of initiatives, projects, strategies, methodologies, KPI's and other actions to improve the customer experience and strengthen the Net Promoter System.
  • Provide support in training, accompaniment and coaching to the local/regional teams on the Net Promoter System (process, measurement platform, methodologies, models, tools, etc.).
  • Analyze the good practices of the industry and outside of it to improve the experience of our customers and highlight insights that contribute to the results of CX.
  • Other projects and tasks as assigned.

Requirements:

  • Bachelor's Degree in Management, Engineering, Economist, or related field required.
  • Excellent analytical, decisionmaking, and problemsolving skills. Attention to detail.
  • Strong communication skills.
  • Ability to redirect personal efforts in response to changing circumstances (Flexibility and resilience).
  • Capable of identify complex problems and provide assertive solutions.
  • Upholds and models Chubb values, even in challenging situations, when making decisions and communicating to others.
  • Initiative is willingly doing more than is required or expected in the job. Innovation, initiative, creativity, and proactivity.
  • Effectively executes on plans, drives for results and takes accountability for outcomes. Planning, selforganization and monitoring. Ability to work autonomously with limited supervision. Time management. Ability to understand strategic objectives.
  • Teamwork and Collaborative professional style.
  • Availability to travel.
Experience

  • 5 years of experience in Customer Experience (customer service, marketing or commercial channel, digital channel and CX metrics).
  • 2 years of experience in information analysis, executive reports (in CX or marketing).
  • 1 year managing databases for analysis
  • 1 year of experience managing projects.
  • Tools: Excel, Power Point, CX Measurement Tool (as Medallia, Qualtrics, other) is desirable, Project Management Methodology (MS Project) & process management (Visio) are also preferable.
  • Desirable experience in Journey Mapping, customer experience redesign, and management and measurement of customer experience indicators.
  • Preferable experience in digital or nonconventional channels (social networks, WhatsApp, apps, etc.) or in user experience measurement (UX: user experience).
  • Experience in the insurance sector and/or services and consulting is a plus.
  • It is desirable to have a course or certification in Customer Experience/CX measurement tool.
  • Advanced English (B2+) and desirable in Portuguese.

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