Get started on an exciting career at Element!_
Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.
- Customer Experience Supervisor is responsible for the _understanding and deep analysis of the needs and expectations of the client that will allow the knowledge and correct classification of them, being responsible for all the Customer Journey Mapping across different user personas. Also being accountable for the data generation & analysis generated from different indicators as well as the operational dashboards updates and action plans. Consolidated expert on omnichannel or digital experience definitions and execution with a conscious data driven skill able to focus on continuous improvement of the Customer Experience, implementing agile methodologies of project management and creative solutions.
- Elaborate from scratch customer journey maps
- Define, develop and execute CX strategies for NPS & CSAT increase
- Elaborate digital experiences for different user personas
- Project management & Agile methodology execution
- Strategic approach to tackle down general pain points
- Generate Omnichanel ecosystem based on Servicing model
- Unify channels & points of contact tools such as Whats app, request center, etc
- Establish Service cloud as the BPM platform for FPS and internal areas
- Generate digital adoption thru new enhancements on Xcellerate & Digital Tools
- NPS & CSAT close the loop initiatives
- User research for new functions & capabilities
- Operational internal dashboards enhancements
- Servicing Model & Quality assurance
- Elaborate, Design and implement CAB events
- Responsible for agenda and event scope definition
- Assure continuity of events, workshops and other follow up activities
- Execute action plans based on clients feedback.
**Qualifications**:
- Education and Experience
Bachelor's degree, preferably in Business Administration, Digital Marketing, Technology, Industrial Engineering, Data & Insights, UX/ UI Design
Bilingual: Spanish / English (85%)
At least 5 years in _Customer Experience_ or similar area managing projects and implementing and executing Digital, Omnichannel, Processes or CX strategies.
Desirable: Experience in _Leasing, Financial Industry and Management of CX teams_
Coordination and indirect leadership of work teams
- Knowledge and Competencies
UX/UI Design tools
Project Management
CRM & IT platforms
CX Frameworks
Agile Methodology
Excellent verbal and written communication
- Vision and strategic thinking_
- Creativity and Innovation_
- Capacity for Analysis and Empathy_
- Analytical capacity in data management_
- Administration and Project Management_
Ability to communicate effectively with any level of the organization.
High customer focus (internal and external)
Excellent monitoring and execution of tasks in a timely manner, fast learning
Teamwork and Cooperation always acting with Integrity and transparency.
Leadership Skills (Formal or Informal)
What's in it for You
- A culture of innovation, empowerment, decision-making, and accountability
- Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
- Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
- Hybrid work environment for most positions
- or call _55 5018 7100._
