Customer Experience (CX) Project Coordinator

Description

Position Summary: Support the design, monitoring, and improvement of external customer experience, ensuring empathetic and efficient service aligned with legal values. Key Highlights: 1. Customer Journey Optimization 2. Co-design and implementation of active listening tools 3. Proposal of initiatives to humanize the client-law firm relationship The main challenge is to support the design, monitoring, and enhancement of external customer experience across all touchpoints with the company, ensuring empathetic, efficient, and legally value-aligned service. This role aims to understand customers' actual needs, identify service gaps, and propose solutions that strengthen relationships and foster loyalty. **Responsibilities:** * Map, analyze, and optimize the **Customer Journey**, identifying critical moments and improvement opportunities. * Generate insights from satisfaction surveys (NPS, CSAT, CES), interviews, and other feedback channels. * Monitor customer experience metrics and propose concrete action plans. * Co\-design and implement surveys, focus groups, and other active listening tools. * Document and update service protocols, ensuring a customer-centric approach. * Propose initiatives to humanize and personalize the client\-law firm relationship. * Support loyalty campaigns and post\-service experience programs. * Identify trends and benchmarks in customer experience within the legal and services sectors. **Academic/Experience Requirements:** Bachelor’s degree in Commercial or Civil Engineering, Law, Psychology, Journalism, Marketing, or related fields, with at least 2 years’ experience in the described responsibilities. Experience in service-providing companies is desirable. **Knowledge Requirements:** * Proficiency in survey tools (e.g., SurveyMonkey, Typeform, Medallia, etc.). * Knowledge of customer experience metrics (NPS, CSAT, CES). * Familiarity with experience design methodologies (Design Thinking, Service Design, Customer Journey Mapping) is desirable. * Advanced Excel and Power BI and/or data analysis tools. * CRM knowledge (e.g., HubSpot, Salesforce, etc.) is desirable. Employment Type: Full-time Salary: $1\.000\.000 \- $1\.050\.000 per month Application Question(s): * What does customer experience mean to you? * Do you have experience in this field? yes/no — please specify companies and your role * Do you have experience with data analysis tools? yes/no — please specify which ones * Please state your salary expectations Work Location: On-site employment