Customer Experience Specialist for Channels

Description

Job Summary: We are seeking a Customer Experience professional to identify opportunities, enhance customer journeys, and implement improvements that drive impact on customer satisfaction and loyalty. Key Highlights: 1. Strategic focus on customer experience and data analysis 2. Commitment to continuous improvement and strategic vision 3. Agile, digital, and customer-centric culture We are **BV Bank**, one of the **largest financial institutions in Latin America**, with over 37 years of market experience. Our purpose is to **enable our customers’ dreams and projects by transforming credit into meaningful relationships**. For the second consecutive year, we have been recognized as the Best Financial Institution to Work For, according to the 2025 GPTW ranking! Our culture is **agile**, **digital**, and **customer-centric**. We combine people and technology to orchestrate and accelerate our deliveries. **Our credit is not just a number—it’s a strong, authentic relationship.** ### **Take a look at the challenges awaiting you:** We seek a passionate customer experience professional with an analytical, strategic, and results-oriented profile to identify opportunities, evolve customer journeys, and implement improvements that impact customer satisfaction, loyalty, and value. This person will be responsible for connecting the Voice of the Customer, experience metrics, and business data to translate insights into concrete actions—fostering an integrated view of the customer journey and driving a customer-centric culture. ### **So, does this resonate with you? Now, we’d like to know whether you possess the following profile and knowledge:** * Experience in Customer Experience, Customer Success, Service Design, Customer Support, Digital Channels, or related areas * Knowledge of journey mapping and customer-centric methodologies * Analytical ability to interpret data and identify opportunities * Skill in facilitating discussions with multiple stakeholders ### **Preferred Qualifications:** * Experience in financial institutions * Exposure to omnichannel initiatives, AI applied to customer service, and digital channels * Knowledge of Design Thinking, Jobs-to-be-Done (JTBD), Customer Journey Mapping, and Service Design ### **Expected Competencies** * Strategic vision and customer focus. * Analytical and data-driven thinking. * Influence without formal authority. * Prioritization ability. * Executive communication. * Ownership mindset. * Continuous improvement mindset. **Diversity and Inclusion** * We invite Black individuals, women, people with disabilities, members of the LGBTQIA+ community, and people of all ages to learn more about us and apply to this position. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.