Customer Experience Specialist
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Job Description
Customer Experience Specialist at Grupo OLX improving user journeys and analyzing client data. Defending customer interests and collaborating with product and operations teams for effective decision-making.
Responsibilities:
- Map the end-to-end customer journey, identifying friction points and opportunities for improvement
- Analyze data from multiple sources (Contact Rate, NPS, churn reasons, and other voices of the customer) to identify the main detractors of the experience
- Conduct deep dives into the most significant problems in the user journey, connecting qualitative insights with quantitative metrics and business impact
- Act as a customer advocate, influencing Product, Operations, and other teams to incorporate the voice of the customer into strategic decision-making
- Monitor the implementation of improvements with responsible teams, ensuring actions deliver measurable results
- Collaborate directly with Product and Operations teams on user communication, user experience, data, and customer support
- Present findings and recommendations to stakeholders at various levels, ensuring alignment and engagement in initiatives
Requirements:
- Strong experience in Customer Experience (CX)
- Knowledge of agile methodologies
- Excellent verbal and written communication skills
- Ability to influence and engage senior stakeholders
- Analytical ability to connect data with business insights
- Experience analyzing CX metrics (NPS, CSAT, Contact Rate, Churn)
- Preferred: Knowledge of Tableau; experience with Salesforce; familiarity with Jira; advanced proficiency in Excel
Benefits:
- Competitive salary in line with the market
- Health insurance
- Dental insurance
- Private pension plan
- Flexible benefits that adapt to your needs
- Meal allowance
- Financial counseling
- Employee perks club
- Home office allowance
- Mobility allowance
- Childcare allowance
- Life insurance
- Extended leave
- Wellness and fitness incentives
- Payroll-deductible loans at reduced rates
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