Customer Experience Specialist

Description

Job Summary: Customer Experience (CX) Specialist with strategic vision and user-centric orientation to design, implement, and optimize the comprehensive customer journey strategy. Key Highlights: 1. Design and optimize the Customer Journey strategy. 2. Lead improvement projects at critical touchpoints. 3. Collaborate cross-functionally with key departments across the company. **Company:** Erisist SpA **Location:** Condell 1400, Valparaíso, Valparaíso Region, Chile **Position:** Customer Experience Specialist **Offered Salary:** CLP $2\.750\.000 net per month **Work Mode:** On-site / Hybrid **Job Description** At Erisist SpA, we are seeking a **Customer Experience Specialist (CX)** with strategic vision, analytical mindset, and user-centric orientation to join our team in Valparaíso. The primary purpose of this role is to design, implement, and optimize the comprehensive customer journey (*Customer Journey*) strategy—identifying friction points, analyzing satisfaction metrics, and transforming touchpoints into seamless, consistent, and high-value experiences that drive customer retention and brand loyalty. **Key Responsibilities** * Continuously map and update the *Customer Journey Map* across the company’s various interaction channels. * Design, manage, and monitor the experience measurement program (NPS, CSAT, CES, FCR), collecting the *Voice of Customer*. * Conduct qualitative and quantitative analysis of interactions to identify churn patterns, bottlenecks, and dissatisfaction. * Lead and implement improvement projects at critical touchpoints (physical, digital, and telephone/support). * Collaborate cross-functionally with Operations, Sales, After-sales, and Product teams to align internal initiatives with customer needs. * Design service protocols, interaction guidelines, and training programs to enhance frontline staff service quality. * Consolidate executive reports and dashboards for management, including key findings, ROI of CX initiatives, and actionable recommendations. **Requirements and Qualifications** * **Education:** Professional degree in Business Engineering, Industrial Civil Engineering, Organizational Psychology, Marketing, Advertising, or related field. * **Experience:** Minimum 3–5 years leading Customer Experience (CX), Loyalty, Service Quality, or *Customer Success* projects. * **Technical Knowledge Required:** * Proficiency in designing *Customer Journey Mapping*, *Service Blueprint*, and service design methodologies. * Experience implementing and managing CX / VoC platforms (e.g., Qualtrics, Medallia, Zendesk, Salesforce, or similar). * Advanced proficiency in data analytics and Business Intelligence tools (Power BI, Tableau, or advanced Excel) to correlate business metrics with satisfaction data. * **Key Skills:** High empathy, strong analytical ability, persuasive communication, influence without direct authority, and creative problem-solving. * **Residency:** Willingness to work in the commercial district of Calle Condell, Valparaíso. **Benefits** * **Competitive salary:** CLP $2\.750\.000 per month. * Formal employment contract (fixed-term, with potential transition to indefinite term based on performance evaluation). * Central location with excellent connectivity in Valparaíso. * Integration into a corporate environment focused on innovation, quality, and professional development. Salary: $2\.750\.000 per month Workplace: On-site employment