Customer Experience Specialist

Description

At SPL, you’ll find an environment that values technical responsibility, collaboration, and continuous professional development, with a strong commitment to excellence. Our team consists of professionals who believe in doing work well, sharing knowledge, and building consistent solutions—always grounded in ethics, security, and respect for people. Here, every professional is encouraged to grow, take on responsibilities, and actively contribute to outcomes that create value for clients, partners, and the team itself. **Responsibilities and duties** Represent the Voice of the Customer (VoC) in the company’s strategic decisions, focusing on ensuring that the experience delivers impact and perceived value to the customer. Lead continuous experience improvement processes—including personalized journeys, targeted content sequences—as well as loyalty, retention, and engagement initiatives. * Design personalized customer journeys focused on increasing satisfaction, loyalty, and engagement for SPL customers, thereby enhancing the experience across all customer touchpoints through monitoring of success metrics. * Ensure execution of SPL customer relationship journeys, respecting the specificities and needs of different customer profiles, keeping them updated and generating relevant insights for business areas—capable of identifying potential deviations and/or necessary course corrections. * Actively participate in designing customer-related events and initiatives, ensuring alignment with the company’s strategic objectives and with SPL’s branding management guidelines. * Capture and analyze customer data to map SPL customer behavior, identifying pain points and opportunities to inform decision-making and validate improvement hypotheses. * Deeply and consistently understand consumer behavior by leveraging internal data collection, cross-dataset analysis, and market trends—aiming to refine the SPL customer journey. * Continuously monitor key satisfaction metrics—including NPS, CSAT, response time, and resolution time—to diagnose issues, uncover opportunities, and deliver appropriate customer service experiences. * Establish training routines, taking ownership of maintaining the SPL experience standard, conducting refresher sessions and updates as needed. * Generate reports from customer surveys for relevant departments, enabling effective management of promoters, neutrals, and detractors across each SPL product line. * Collaborate with various company departments—whether in dedicated meetings or day-to-day interactions—with a focus on integrating the customer perspective into business strategies and refining the SPL customer journey. * Monitor performance on channels directly impacting customers—such as Reclame Aqui—to identify pain points, feed relevant departments, and drive process improvements. **Requirements and qualifications** * Bachelor’s degree completed in Business Administration, Communications, Marketing, Psychology, or related fields. * Proven experience in Customer Experience (CX) and Customer Success (CS) roles, including strategic project development. * Familiarity with agile methodologies such as Scrum or Kanban. * Knowledge of research methodologies. * Experience in data analysis, process structuring, and CX metrics. **Additional information** **Benefits** -------------- **For your daily life:** * Meal/food allowance: credited per working day, with flexible usage. * Transportation allowance or fuel assistance: choose the option best suited to your routine—no payroll deduction. **Wellness and health:** * Seconci/SP: comprehensive healthcare coverage—including medical consultations, diagnostics, and dental services—at no cost. * Health and dental insurance: with co-payment, extendable to dependents. * Wellhub: support for physical and mental health care. **To enhance your compensation:** * Profit and Results Sharing Program (PLR): tied to annual goal achievement. **Career development:** * Professional and personal development programs, including mentoring and career counseling. * Leadership development program, designed to train and advance managers. **Other differentiators:** * Birthday day off—enjoy your special day your way. * Internal gaming challenges with prizes. **Who we are?** --------------- We are an engineering company with over 40 years of experience in the Brazilian market, having built high-quality developments nationwide. Throughout our journey, we’ve operated in more than 35 cities and delivered over 8,000 units. Our way of being and doing business is guided by purpose: doing good, honoring stories, and cultivating trust-based relationships with everyone who walks alongside us. We’re proud to have been recognized by Great Place to Work (GPTW) as one of the best companies to work for in Brazil for the 2024/2025 and 2025/2026 cycles. More than just a certification, this recognition reflects—in practice—the experience of those living SPL’s day-to-day! *If you have questions about your application, please know that all our selection processes are open to candidates from all diversity groups—including persons with disabilities (PCDs), neurodivergent individuals, Black people, LGBTQIAPN+ individuals, and others.* We’re waiting for your application.