Customer Experience Director

hace 4 horas

Bogotá, Bogotá D.E., Colombia Ingepsy A tiempo completo

Job Title: Customer Experience Director

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About Ingepsy:

">Ingepsy is a dynamic and forward-thinking organization that values exceptional customer experiences. We strive to create seamless, positive, and engaging journeys for our customers across all touchpoints.">">

Job Summary:

">We are seeking an experienced Customer Experience Director to lead and optimize our customer experience strategies. This critical role will ensure a consistent and high-quality customer experience, driving satisfaction, loyalty, and overall success.">">

Key Responsibilities:

">* Develop and implement a comprehensive customer experience strategy aligned with business goals.* Lead initiatives to enhance the customer journey, identifying pain points and opportunities for improvement.* Oversee the implementation of CX tools and technologies.* Analyze customer feedback, surveys, and data to identify trends and actionable insights.* Collaborate with cross-functional teams to ensure a unified customer experience.* Create, compile, and present regular customer experience reports to stakeholders.* Design and deliver training programs to empower team members with customer-centric skills and best practices.* Monitor and manage customer service metrics, such as NPS, CSAT, and customer retention rates.* Serve as the primary advocate for customer needs, ensuring their voice drives business decisions and improvements.">">

Qualifications:

">* Bachelor's degree in business administration, Marketing, Communications, or a related field.* Minimum 5 years' experience in customer experience, customer service, or a related role, with leadership experience preferred.* English proficiency (C1 level) – excellent verbal and written communication skills.* Proven expertise in data analysis and customer insights tools, including CRM and survey platforms.* Strong understanding of customer journey mapping and CX best practices.* Excellent leadership, problem-solving, and decision-making skills.* Proven ability to manage cross-functional teams and deliver projects on time.* Exceptional organizational skills with a focus on continuous improvement and innovation.">">

Compensation and Benefits:

">We offer a competitive salary range of $100,000 - $150,000 per annum, depending on experience. Additionally, we provide a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.">">

What We Offer:

">A leadership role that drives meaningful impact by enhancing customer satisfaction and loyalty. A collaborative work environment fostering innovation and professional growth. Opportunities for career advancement and professional development. If you are a visionary, customer-focused leader ready to make a significant impact, please submit your application.

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