CX Projects and Processes Coordinator

Description

Job Summary: Kovi is seeking a CX Projects and Processes Coordinator to lead continuous improvement of the customer experience, coordinating teams and strategic projects in a collaborative and innovative environment. Key Highlights: 1. Lead end-to-end strategic CX projects. 2. Drive continuous improvement of the customer experience. 3. A welcoming, collaborative, and continuously learning environment. Although cars play a fundamental role in many people’s lives, only 25% of Latin America’s population has access to one. That’s why Kovi was born: to change this statistic! We believe everyone deserves the opportunity to drive their own lives, and in pursuit of this purpose, we work every day to create accessible, flexible, and simple mobility solutions. Today, we already offer rental plans under the unprecedented “pay for what you use” model, car purchases without credit analysis, and simplified auto insurance enrollment. And we aim to continue promoting inclusion through efficiency and innovation! The challenge is great, but our desire to make a difference is even greater! We’re looking for amazing people to be part of this revolution. Here, you’ll find a welcoming, collaborative, and continuously learning environment. \#VemSerKover! ### **Kovi Team:** Being a Kover means being deeply engaged when it comes to challenges. We love people who care about others, who shine with passion in their eyes and have abundant energy to change the world. If you believe in a world where everyone has the opportunity to drive their own lives, come be \#Kover! **Responsibilities and Duties** * Coordinate the CX Projects and Processes team, ensuring appropriate prioritization, delivery quality, and analyst development. * Lead end\-to\-end strategic CX projects—from diagnosis, planning, execution, to performance tracking. * Ensure continuous improvement of operational processes, driving efficiency gains, cost reduction, and enhanced customer experience. * Establish and maintain project and process governance, including roadmap tracking, deadlines, risks, and outcomes. * Monitor and act upon performance metrics such as NPS, Contact Rate, TMA, FCR, Cost to Serve, and productivity. * Identify structural opportunities for journey improvement and lead operational transformation and digitalization initiatives. * Partner with departments including Operations, Product, Technology, Data, and Finance to ensure initiative implementation. * Guarantee standardization, documentation, and ongoing evolution of processes. * Define priorities and track team deliverables. * Ensure alignment between strategy and execution. **Requirements and Qualifications** * Bachelor’s degree in Administration, Engineering, Economics, Statistics, Information Systems, or related fields. * Prior experience in Customer Experience, Operations, Projects, or Processes, with exposure to medium- or large-scale operational environments. * Experience in leadership and people development, initiative coordination, and management of multiple concurrent projects. * Experience in process management and improvement, structured project execution, and implementation of initiatives focused on operational efficiency and customer experience. * Strong analytical capability, with experience monitoring operational KPIs and making data-driven decisions. * Proficiency in advanced Excel or Google Sheets, BI tools (Power BI, Looker, Metabase or similar), project management tools (Jira, Asana, Monday, etc.), and executive presentation development. * Certifications or courses in Project Management, Lean Six Sigma, Agile methodologies, or Customer Experience will be considered advantageous. **Additional Information** **What You’ll Find Here:** **Birthday Day Off:** On your special day, enjoy a paid day off to celebrate however you like. **Life Insurance:** To protect our greatest asset: our Kovers. **Health Plan:** Taking care of yourself and staying well matters. **Dental Plan:** So you can flash that beautiful smile! **Flash Card:** Your VR and/or VA on a single card! After all, as the saying goes: “An empty bag won’t stand upright!” **Transportation Allowance or Fuel Allowance:** Your choice of how you move around—entirely up to you. **Parents and Children:** Childcare allowance, extended maternity leave (180 days), and extended paternity leave (20 days). **Wellhub:** All Kovers are entitled to exercise with partial subsidy from Kovi. **Kovenção:** The meeting where Kovi’s leadership connects with the entire company so everyone stays updated on business status. About Kovi At Kovi, we believe mobility changes directions. Founded in 2018 with a clear purpose—to create opportunities enabling everyone to drive their own lives—we are now a reference in delivering innovative solutions to customers, fostering financial inclusion and autonomy for those who keep cities moving. More than a technology company, we are a team passionate about real impact. Here, we combine data, empathy, and boldness to build a fair, sustainable, and accessible ecosystem. And this is just the beginning. Our Culture Our culture is alive, diverse, and collaborative. We value curious people who learn quickly, think differently, and build together. At Kovi, you have the freedom to be yourself and space to grow beyond your wildest imagination. We believe innovation is the engine of change. Therefore, we encourage new ideas, experimentation, and data-driven decisions. We’re also driven by a strong sense of ownership: each person here is the protagonist of their own journey. Diversity matters. Inclusion matters too. That’s why we’re committed to building a safe, respectful, and welcoming environment for everyone. Shall We Go Together? If you seek purpose, real challenges, and want to join a team reinventing the present to build a fairer future, your place may be right here.