Customer Experience Specialist

Description

Job Summary: We are seeking a strategic and analytical Customer Experience (CX) Specialist to design, evaluate, and implement strategies that optimize the customer journey and improve satisfaction. Key Highlights: 1. Lead the CX strategy for a growing company 2. Design and implement strategies to optimize the customer journey 3. Collaborate with commercial, operational, and support departments **Company:** Impresso Comunicacao SpA **Location:** Av. Vitacura 3520, Vitacura, Santiago, Región Metropolitana, Chile **Position:** Customer Experience Specialist **Offered Salary:** CLP $2\.720\.000 gross monthly **Work Mode:** On-site / Hybrid **Job Description** At Impresso Comunicacao SpA, we are looking for a strategic, analytical, and service-oriented **Customer Experience (CX) Specialist** to join our corporate offices in Vitacura. The primary objective of this role is to design, evaluate, and implement strategies focused on optimizing the customer journey (*Customer Journey*), ensuring seamless and memorable interactions across all touchpoints, thereby increasing customer satisfaction, retention, and brand loyalty. **Key Responsibilities** * Continuously gather, analyze, and update the customer journey map (*Customer Journey Map*) and identify friction points. * Design and manage the customer satisfaction measurement program (NPS, CSAT, CES) and interpret the Voice of Customer (*Voice of Customer*). * Propose and implement action plans and continuous improvement projects across various corporate touchpoints. * Collaborate cross-functionally with commercial, operational, and support departments to align service standards with customer expectations. * Develop and deliver customer service guidelines, service protocols, and internal training programs centered on *Customer-Centric* culture. * Prepare executive dashboards and periodic reports for management, including CX metrics and ROI of initiatives. **Requirements and Qualifications** * **Education:** Professional degree in Business Engineering, Industrial Civil Engineering, Marketing, Organizational Psychology, Advertising, or a related field. * **Experience:** Minimum 3–5 years leading Customer Experience (CX), Service Quality, or Loyalty projects. * **Required Technical Knowledge:** * Proficiency in experience design methodologies (*Customer Journey*, *Service Blueprint*). * Experience using CX management and survey platforms (Qualtrics, Medallia, Zendesk, Salesforce, or similar). * Advanced proficiency in data analysis tools (Power BI, Tableau, or advanced Excel) to correlate service metrics with financial impact. * **Key Skills:** High empathy, strong analytical ability, persuasive communication, collaborative leadership, and creative problem-solving. * **Residency:** Availability to work in the Av. Vitacura area, Vitacura commune. **Benefits** * **Competitive salary:** CLP $2\.720\.000 per month. * Formal employment contract (fixed-term, with potential conversion to indefinite based on performance). * Corporate location in a premium environment with excellent connectivity. * Opportunity to lead the CX strategy for a continuously expanding company. Salary: $2\.720\.000 per month Workplace: On-site employment