**Company Description:** We are more than 90,000 people who work every day around a strong Purpose—Simplifying and Enjoying Life More. We operate in 9 countries and consist of leading brands across various industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, Mallplaza, and Falabella.com. Each of these brands contributes to who we are, and together, as One Team, we continuously strive to reinvent ourselves and exceed our customers’ expectations. At Grupo Falabella Perú, we foster an inclusive and diverse culture focused on equity and respect for different perspectives, including gender, religion, disability, LGBTQ+ identity, ethnicity, and diversity. Therefore, all our selection processes are conducted under this principle. If you are a Falabella employee, please review all available courses at Academia Falabella, which will help you continue advancing your development and prepare for your next adventure with us! **Job Mission:** Coordinate and execute strategies aimed at enhancing the overall customer experience across all touchpoints. **Job Responsibilities:** Design and implement initiatives to improve customer experience across physical and digital channels. Analyze satisfaction metrics and identify improvement opportunities. Collaborate with internal departments to optimize service processes and workflows. Lead innovation and continuous improvement projects focused on Voice of Customer (VoC). Prepare reports and presentations with strategic insights and recommendations. Train and support customer service teams in customer-centric practices. Lead the customer-focused culture development plan. **Requirements:** University degree in Industrial Engineering or related fields. Knowledge of customer experience measurement tools (NPS, surveys, dashboards, CRM). Analytical skills and ability to translate data into actionable insights. Excellent communication, empathy, and collaborative leadership skills. Desirable specialization in customer experience. Experience leading customer experience improvement projects. Knowledge of data management and processing tools. Intermediate to advanced SQL proficiency. Desirable experience leading multidisciplinary teams. **Offer Conditions:**