.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