Job Summary: We are seeking a Customer Experience Coordinator to lead the evolution of customer experience in digital products, structuring processes and ensuring excellence. Key Highlights: 1. Lead the evolution of customer experience in digital products 2. Collaborate with Product and Technology teams to resolve root causes 3. Promote a customer-centric culture across the entire ecosystem **Job Description:** We are looking for a Customer Experience Coordinator to lead the evolution of customer experience in our digital products, structuring processes, metrics, and routines to ensure service excellence and operational scalability. This role is ideal for someone who views CX strategically—going beyond traditional support. We seek a candidate capable of transforming data into tangible improvements, collaborating with Product and Technology teams to resolve root causes, and strengthening an authentically customer-centric culture. ### **Key Responsibilities:** * Lead the Customer Experience team, ensuring operational quality and team development * Monitor and improve metrics such as SLA, CSAT, NPS, ticket volume, and recurrence * Identify recurring problem patterns and collaborate with Product and Technology on structural resolution * Structure and enhance processes, playbooks, and support workflows * Ensure consistency and quality in customer communications * Prioritize critical requests and support crisis management and escalations * Implement analytical routines (top issues, root causes, improvement backlog) * Promote a customer-centric culture across the entire W1 ecosystem Drive operational efficiency and continuous improvement of the customer journey. * ### **Requirements:** * Prior leadership experience in CX, Customer Success, Support, or Customer Service * Strong analytical capability and data-driven orientation * Experience in process structuring and operations organization * Excellent communication and cross-functional relationship skills * Problem-solving mindset focused on root cause analysis and continuous improvement * Ability to organize and prioritize tasks in dynamic environments Experience defining and monitoring Customer Experience metrics. * ### **Preferred Qualifications:** * Experience with digital products * Close collaboration experience with Product and Technology teams * Experience in Open Finance, fintech, or financial services * Knowledge of automation and operational efficiency (bots, workflows, etc.) * Experience building or restructuring CX departments Experience scaling operations in growth scenarios. * ### **What We Expect from This Role:** * Strategic vision of customer experience * Ability to structure efficient and scalable operations * Collaborative profile with cross-functional influence across teams * Mindset oriented toward continuous improvement and data-driven decisions Focus on delivering real impact for customers and business. * **Work Location:** Hybrid model – Office in São Paulo – SP Learn more about W1: w1\.com.br/w1\-consultoria **Build your career with the W1 Team!** **Location****Work Model** São Paulo, SP, BR Hybrid
João Silva
Indeed · HR
João Silva
Indeed · HR
