Customer Experience Specialist

Description

Job Summary: We are seeking a strategic and analytical Customer Experience Specialist to lead the design, monitoring, and optimization of the Customer Journey and transform satisfaction data into actionable plans. Key Highlights: 1. Lead the design and optimization of the Customer Journey. 2. Promote customer loyalty and retention. 3. Strengthen the Customer-Centric culture. **Company:** Ibraclean SpA **Location:** Blanco 1210, Valparaíso, Valparaíso Region, Chile **Position:** Customer Experience Specialist **Offered Salary:** CLP $2\.780\.000 net per month **Work Mode:** On-site / Hybrid **Job Description At Ibraclean SpA, we are seeking a strategic, analytical, and continuous-improvement-focused **Customer Experience (CX) Specialist** to join our corporate offices located in the traditional financial district of Calle Blanco in Valparaíso. The core objective of this position is to lead the comprehensive design, monitoring, and optimization of the user experience map (*Customer Journey*), identifying service friction points and transforming satisfaction data into concrete action plans that foster loyalty, retention, and operational excellence. **Key Responsibilities** * Systematically gather, map, and update the *Customer Journey Map* across all organizational touchpoints. * Implement, manage, and analyze Voice of Customer (VoC) metrics, overseeing key indicators such as NPS, CSAT, CES, and FCR. * Identify bottlenecks, operational deviations, and dissatisfaction points to design proactive resolution strategies. * Collaborate closely with operations, customer service, and administration teams to standardize user-centered processes. * Develop and deliver training programs and service protocols to reinforce the *Customer-Centric* culture across the company. * Build executive dashboards and periodic reports for management, including trend analysis, impact assessment of CX initiatives, and 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 in roles focused on Customer Experience (CX) management, Service Quality, or Customer Loyalty. * **Required Technical Knowledge:** * Proficiency in CX methodology design (*Customer Journey*, *Service Blueprint*). * Experience managing CX measurement and management platforms (e.g., Qualtrics, Medallia, Zendesk, Salesforce, or equivalent tools). * Advanced proficiency in analytical and Business Intelligence tools (e.g., Power BI, Tableau, or advanced Excel) for integrating operational and satisfaction metrics. * **Key Skills:** Strong analytical ability, empathy, negotiation skills, influential communication, and problem-solving orientation. * **Residency:** Availability to work at Calle Blanco, Valparaíso. **Benefits** * **Competitive salary:** CLP $2\.780\.000 per month. * Formal employment contract (fixed-term, with potential transition to indefinite-term subject to performance evaluation). * Prime location in Valparaíso’s commercial and financial center, with excellent connectivity. * Opportunity to lead experience transformation and culture development in a continuously growing company. Salary: $2\.780\.000 per month Workplace: On-site employment