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 cro...