Description: * Bachelor's degree in Administration, Marketing, Engineering, Systems Analysis, or related fields. * Experience in Customer Experience, Service, or Success areas. * Proven experience analyzing and interpreting CX metrics (NPS, CSAT, CES, etc.) and leading improvement projects. * Advanced proficiency in data analysis tools (e.g., Excel, Google Sheets) and visualization tools (e.g., Power BI, Tableau). * Practical and advanced knowledge of VoC and CRM platforms (e.g., Salesforce, Zendesk, Qualtrics, etc.). * Fluency in process mapping methodologies (Customer Journey, Service Design, or Design Thinking). * Ensure consistency and quality of interactions across the entire customer journey—from onboarding to post-sales. * Drive customer satisfaction, retention, and loyalty, directly impacting metrics such as NPS, CSAT, and Churn. * Lead the collection, consolidation, and advanced analysis of feedback data (NPS, CSAT, CES, qualitative and quantitative surveys). * Transform raw data into strategic insights and clear, prioritized action plans, presenting results and impacts to leadership. * Conduct in-depth review and redesign of customer journeys (Customer Journey Maps), identifying pain points and opportunities for delight. * Lead or manage end-to-end complex CX improvement projects involving multiple departments and external vendors. 2512200202551852057