CX Specialist

Description

Job Summary: The professional will contribute to advancing the CX function by mapping customer journeys, analyzing key metrics, consolidating the voice of the customer, and coordinating improvements with partner departments. Key Highlights: 1. Key role in evolving the customer experience 2. Cross-functional and influential collaboration with various departments 3. Focus on continuous improvement of the customer journey At **Grupo Ável**, we offer a comprehensive ecosystem of financial services \- including **Investment Advisory, Financial Planning, and Wealth Management**. Founded in 2019, we have pursued consistent growth and expansion ever since, and today we are a group of **\+600 professionals**, nationally recognized for the quality of our service, technical excellence, and high-caliber talent. The CX team’s mission is to **enhance the customer experience throughout the customer’s journey with Ável**, ensuring greater consistency across touchpoints, identifying friction points, and designing improvements that increase perceived value and overall experience quality. The professional in this role will play a foundational part in advancing the CX function, focusing on **journey mapping, interpreting experience metrics, consolidating the voice of the customer, and collaborating with partner departments to implement improvements**. This is a position requiring an **analytical, cross-functional, and influential profile**, with close interaction with Investment Advisory, Expert Desks, Backoffice, Management, and other departments involved in the customer journey. **Key challenges include:** * Mapping and enhancing the customer journey across key touchpoints * Identifying friction points, bottlenecks, and opportunities for improvement * Consolidating the voice of the customer from feedback, complaints, surveys, and operational signals * Monitoring experience and quality metrics such as NPS, CSAT, CES, SLA, and problem recurrence rates * Developing diagnostics, recommendations, and action plans to improve the customer journey * Collaborating with partner departments to address root causes and implement improvements * Creating reports, executive materials, and CX agenda review forums * Supporting standardization of processes, workflows, guidelines, and service best practices **Essential qualifications:** * Prior experience in Customer Experience, Customer Success, Quality, Process Improvement, Operations, or related fields * Experience in customer journey mapping and improving customer experience * Experience with CX metrics and root-cause analysis * Strong analytical ability and capacity to structure diagnostics and recommendations * Experience developing executive materials and engaging with diverse stakeholders * Excellent communication, organizational, and influencing skills * Proficiency in Excel, PowerPoint, and Power BI * Completed undergraduate degree in related fields **Preferred qualifications:** * Experience in the financial sector, advisory firms, banks, fintechs, or complex service operations * Familiarity with CRM, customer service, or CX management tools such as Salesforce and Zendesk * Knowledge of dashboards and data visualization tools * Basic SQL knowledge, automation skills, or experience leveraging data to scale analytical capabilities * Familiarity with service design, continuous improvement, and agile methodologies * Experience developing playbooks, workflows, and standardized customer journeys