Customer Experience Coordinator

Description

Job Summary: Responsible for coordinating, developing, and governing the Customer Experience strategy across the aeromedical journey, ensuring cross-departmental integration, service excellence, and humanized care. Key Highlights: 1. Lead the Customer Experience and Customer Success strategy. 2. Promote cross-departmental integration to ensure consistency in customer experience. 3. Manage and develop the Customer Success team. Responsible for coordinating, developing, implementing, and governing the Customer Experience strategy across the aeromedical journey, ensuring integration among clinical, commercial, and operational departments; excellence in perceived quality; and humanized care — all with measurable impact on customer and partner satisfaction, safety, and loyalty at Unimed Aeromédica. Main Job Responsibilities * Lead the Customer Experience and Customer Success strategy for aeromedical services, establishing KPIs, analyses, and initiatives to guide executive decision-making and strengthen a customer-centric culture. * Monitor and analyze customer experience metrics (e.g., NPS, satisfaction scores, critical customer journeys, complaints, and trends), correlating\-them with clinical, operational, and financial data to identify improvement opportunities and support strategic decisions. * Map, enhance, and standardize the customer journey by reviewing processes, workflows, and communications to ensure humanization, clarity, and service excellence. * Lead improvement and transformation projects, including innovation, digitalization, and automation of customer touchpoints. * Manage crises and critical events, coordinating transparent, empathetic, and clinically secure communication with families, customers, insurers, and regulatory bodies. * Promote integration among clinical, operational, commercial, and administrative departments to ensure consistent customer experience and eliminate operational bottlenecks. * Coordinate customer feedback and complaint governance, performing root-cause analyses and monitoring the effectiveness of implemented actions. * Manage and develop the Customer Success team, fostering training, a service-excellence culture, and results-oriented performance. * Ensure quality, compliance, and governance by overseeing audits, management KPIs, provider accreditation, and adherence to regulatory standards. * Represent the organization institutionally to customers and partners, strengthening relationships, brand trust, and business growth opportunities. **Responsibilities and Qualifications** Bachelor’s degree completed in Administration, Nursing, Health Management, Psychology, Communications, or related fields. **Requirements and Qualifications** Experience in Customer Experience (CX), Healthcare Quality, Patient Safety, or Process Management. **Additional Information** **BENEFITS OF THIS POSITION** * Profit-Sharing Program * Unimed Health Insurance * Unimed Dental Insurance * Private Pension Plan * Life Insurance * Meal Voucher (no payroll deduction) * Food Voucher (no payroll deduction) * Transportation Voucher or Fuel Allowance (no payroll deduction) * Happy Day * Wellhub And more: (in-person/online training for your professional development); Workplace Health Program offering psychological, financial, and legal counseling; among others. ***If you are a person with a disability and are unsure whether any of our job openings is right for you, rest assured — you are welcome to apply to any position!*** ### **Unimed Aeromédica** Welcome to Unimed Aeromédica — a company created to connect people with appropriate healthcare resources. Founded in 1996, we have grown into a comprehensive logistics institution. We are leaders in aeromedical transport in Brazil and a reference in emergency ground transportation. In recent years, we have expanded our scope — serving not only Unimed members but also offering private flights and services to self-insured organizations. Our team is our greatest differentiator. We have a dedicated, passionate workforce committed to empathy and care. That is why we stand beside patients during every mission — ensuring safe transport that reflects our commitment to care. Our mission goes beyond logistics; every story we live reflects our commitment to delivering care, comfort, and hope when it matters most. Join us at Unimed Aeromédica, where being indispensable is more than a slogan — it is our reality! **We seek people who value people. Our opportunities are open to everyone, including persons with disabilities, and embrace diversity in race, ethnicity, religion, gender and gender identity, nationality, sexual orientation, and age — because we believe cooperation, sharing diverse ideas, and varied perspectives are essential.** #### **Our Competencies**