### **Job Description** **THE COMPANY:** Innovative service company focused on delivering an exceptional experience to its B2B and B2C customers, with a team committed to operational excellence and continuous improvement, is seeking a Head of Customer Experience to lead the customer experience from an integrated perspective. If you are looking to join a dynamic, customer-focused company with an emphasis on innovation, this opportunity is for you! We offer 4 weeks of vacation, one remote work day per week, and other benefits! **THE PURPOSE OF THE ROLE IS:** To be the strategic leader of the customer experience, ensuring that every interaction with its products and services is exceptional. The role will be responsible for aligning product strategy with a customer-centric vision, managing both the product portfolio and the customer service team to maximize delivered value and customer satisfaction. **THE POSITION INVOLVES:** * Lead and develop the Customer Service team, ensuring operational excellence and efficient resolution of all company tickets. * Design, govern, and continuously improve the complete customer journey, coordinating all internal stakeholders to ensure a simple, consistent, and aligned experience with the company's value proposition. * Collect, analyze, and prioritize customer feedback, operational data, and usage metrics, transforming them into tactical and strategic experience improvements. * Monitor and optimize the performance of the customer support area, ensuring compliance with KPIs such as response times, resolution times, NPS, and customer satisfaction. * Drive an internal culture centered on the customer, promoting practices of innovation, simplification, and continuous improvement across all processes affecting the experience. * Collaborate with Product, Technology, Operations, and Sales teams to prioritize initiatives that reduce friction, increase retention, and improve operational efficiency. * Lead meetings with client company operations managers, demonstrating ability to handle complex B2B cases and specific scenarios. * Identify improvement opportunities in commercial contracts and operational processes based on case analysis and customer feedback. **WE EXPECT FROM YOU:** **a) Education:** Business Engineering or related fields. **b) Experience:** At least 3 years of experience in roles such as Customer Experience, Customer Service, or Product Owner. Demonstrable experience in UX and continuous improvement. **c) Knowledge:** Agile and continuous improvement methodologies. Data analysis and visualization tools for tracking key metrics. Technological tools for ticket management and customer care. Understanding of B2B and B2C business models. **d) Languages:** Intermediate or advanced written and spoken English (desirable). **e) Competencies:** * Leadership and team management * Customer orientation * Strategic vision * Assertive communication * Innovation and proactivity