Customer Experience

Customer Experience (CX) Manager
Location: Santiago, Chile
Scope: Chile & Paraguay
Level: Managerial / Senior Leadership
Role Purpose
Lead the company's Customer Experience (CX) strategy, ensuring a consistent, measurable, and differentiated experience across the entire customer journey. This role is critical to structuring processes, defining clear KPIs, strengthening a customer-centric culture, and supporting business growth in a context of transformation and expansion.
Key Responsibilities
Design and implement the end-to-end Customer Experience (CX) strategy for Chile and Paraguay.
Define, monitor, and manage key CX indicators (NPS, VoC, churn, complaints, SLAs, among others).
Lead continuous improvement initiatives across the customer journey, identifying pain points and optimization opportunities.
Implement and consolidate Voice of Customer (VoC) and CX governance models.
Work cross-functionally with commercial, operations, technical service, marke...