Our client, an innovative company with a strong global presence across multiple continents, is looking to hire their next Manager of Process Innovation & Client Experience Optimization : We're seeking a forward-thinker to lead the company's process improvement strategy and governance in Brazil's operations.
With a strong focus on operational excellence, you'll enhance our customer experience across HR teams, users, and partner businesses.
You'll work closely with various departments to identify and capitalize on improvement opportunities by implementing process optimization, automation, and AI solutions.
This role involves leading initiatives to streamline processes, improve satisfaction, minimize risks, and foster a culture centered on customer focus, innovation, and continuous improvement.
RESPONSIBILITIES: Champion Process and Continuous Improvement Culture: Drive a customer-focused, high-performance mindset organization-wide, ensuring operational excellence through quality and productivity gains.
Constantly enhance the portfolio of efficiency and automation initiatives by gathering insights from all departments, using data analytics, and identifying high-impact projects aimed at elevating customer satisfaction and reducing costs.
Collaborate Cross-functionally to Align and Coordinate Initiatives: Work closely with teams across Product, Operations, IT, Sales, Finance, and Marketing to unify efforts on efficiency and customer experience improvements.
Leverage effective documentation and clear communication to foster knowledge-sharing and alignment across the organization.
Prioritize and Guide Quick-Win Automations: Develop a pipeline for streamlined, high-impact automations in critical processes using RPAs, Power Automate, low-code development, AI, and more in collaboration with the Technology team to implement rapid improvements.
Oversee Governance of Critical Processes: Map and refine high-risk processes to minimize potential business impact and prevent negative customer experiences.
Manage Customer Experience (CX) Strategies: Drive CX strategies aligned with company goals, based on research and data-driven feedback, identifying areas for improvement, service recovery, and opportunities for "wow" moments.
Lead NPS Action Planning and Improvement Efforts: Oversee the creation and execution of action plans based on NPS survey results, tracking the impact of initiatives on customer satisfaction, and making necessary adjustments over time.
Stay Updated on Industry Trends and Best Practices: Monitor industry trends to ensure the company remains competitive in delivering outstanding experiences, partnering with the Global Competency Centers to exchange knowledge and best practices.
Lead a Talented CX and Process Improvement Team: Provide coaching, mentorship, and development opportunities to team members in CX, Process Improvement, and Automation, creating an innovative, results-oriented, and collaborative work environment.
Amplify the Voice of the Customer Across the Company: Represent customer needs with data and insights to prioritize their requirements in key decision-making processes, ensuring expectations are integrated into company operations.
Champion a Customer-Centric Culture: Advocate for unwavering commitment to customer focus as a fundamental part of company culture.
Explore new formats and techniques to engage with diverse customer profiles, ensuring a close connection to evolving customer expectations.
REQUIREMENTS: Educational Background: Bachelor's degree required, with advanced proficiency in English .
Having earned a Master's or MBA degree is a plus.
7+ years of experience in Customer Experience (CX) and Process Management, with a proven track record of driving customer satisfaction, retention, and efficiency through process improvement.
2+ years of experience leading teams.
Experience in customer journey mapping to better understand and enhance client interactions.
Expertise in fast-paced, evolving business settings is a strong plus.
Lean Six Sigma Certification is desirable.
Knowledge: Deep understanding of CX metrics and performance indicators, with a commitment to customer-centered solutions.
Proficiency in process improvement methodologies, with a working knowledge of basic automation and AI tools.
Competencies: Strong analytical abilities and problem-solving.
Communication and Negotiation.
Change Management.
Leadership.
Innovative Mindset.
Data-Driven Approach TO APPLY: Please share with us your CV including your detailed experience in Process Improvement and Customer Experience.