Basic Information Department: Alibaba Group Degree: Bachelor Work Experience: 3 years Responsibilities: Deep understanding and analysis of the information collected from the Voice of Customer program to identify root causes.
Identify and define initiatives in the different stages of the Customer Journey together with the internal teams, impacting customer experience and internal efficiency, in search of continuous improvement.
Develop and implement the CX initiatives project plan, defining project scopes and goals, and a detailed project plan to track progress and the associated business case.
Responsible for developing prototypes for customer validation.
Measure project performance considering the impact on NPS and other internal metrics.
Ensure all projects are delivered on time, within scope, and within budget.
Develop and implement customer journey maps, ensuring a seamless and delightful experience at every touchpoint.
Manage the CX Governance program with the CX ambassadors, key employees from each business area.
Identify new opportunities or functionalities according to customer and business needs and translate them into project plans and realities.
Detect "Best Practices" in the market regarding CX and seek adaptation to our company.
Use disruptive methodologies (Design Thinking, Lean, Scrum, Agile, etc.)
for initiative design to improve Customer Experience.
Act as the voice of the customer within the organization, advocating for customer-centric decisions and processes.
Position Requirements: Native or Bilingual Spanish, Business proficiency in English.
Bachelor's degree in engineering, computer science, business, or a related field.
Proven experience (3 years) in customer experience management, with a focus on VoC insights and project management.
Experience/knowledge of Customer Experience Improvement tools: Voice of Customer (VoC) programs and analysis methodologies (Customer Journeys, Customer Personas, etc.).
Proficient in Microsoft Office; Certification in Project Management (PMP) preferred.
Strong familiarity with project management software tools, methodologies, and best practices.
Strong analytical skills with the ability to interpret data and translate it into actionable strategies.
Ability to synthesize and carry out storytelling to transmit the results of the analyses at different organizational levels.
Excellent communication and interpersonal skills, with the ability to work effectively across diverse teams.
Customer-centric mindset, good team player, and embrace a collaborative and open working culture.
Ability to thrive in a fast-paced, rapidly-changing business environment and within ambiguity in a matrix environment.
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