Customer Experience Director

hace 2 semanas

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

Job Title: Customer Experience Director

At Ingepsy, we are seeking a highly skilled and experienced Customer Experience Director to lead our customer experience strategies. This role is crucial in ensuring a seamless, positive, and engaging journey for our customers across all touchpoints.

About the Role:

As the Customer Experience Director, you will be responsible for overseeing the design, implementation, and continuous improvement of customer-centric solutions to elevate satisfaction, loyalty, and overall experience.

Key Responsibilities:

  • Develop and implement a customer experience strategy aligned with business goals.
  • Lead initiatives to improve the customer journey, identifying pain points and opportunities for enhancement.
  • Oversee and manage the implementation of CX tools and technologies.
  • Analyze customer feedback, surveys, and data to identify trends and actionable insights.
  • Collaborate with cross-functional teams, including Marketing, Sales, and Operations, to ensure a consistent and high-quality customer experience.
  • Create, compile, and present weekly, monthly, and ad-hoc 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.

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.
Competitive compensation and benefits aligned with your expertise and contributions.

About You:

We are looking for a visionary, customer-focused leader ready to make a significant impact. With a minimum of 5 years' experience in customer experience, customer service, or a related role, preferably with leadership experience, you will possess excellent verbal and written communication skills, a strong understanding of customer journey mapping and CX best practices, and proven expertise in data analysis and customer insights tools.

Salary: $120,000 - $150,000 per annum

Bachelor's Degree: Business Administration, Marketing, Communications, or a related field

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