Job Summary: Lead cross-functional improvement plans to optimize customer experience by analyzing metrics and managing transformation initiatives. Key Responsibilities: 1. Improve customer experience with a cross-business perspective 2. Lead end-to-end journey transformation and improvement initiatives 3. Multidisciplinary collaboration to analyze and implement experience enhancements **Job Description** ---------------------- Enhance customer experience by leading improvement plans with a cross-business perspective. 1\. Analyze and interpret customer experience metrics (e.g., transactional NPS and others), identify insights, and execute concrete initiatives for continuous improvement. 2\. Lead end\-to\-end journey transformation and improvement initiatives, actively engaging with channels to deeply understand processes, detect friction points, reduce complaints, and elevate NPS. 3\. Coordinate and facilitate working sessions with multidisciplinary teams and channels, promoting joint analysis, field research, and effective execution of experience improvement actions. 4\. Prepare executive reports and presentations, communicating progress, results, and strategic implications of experience metrics. 5\. Evaluate customer-facing processes, touchpoints, and communications, diving into operations when necessary to ensure consistency, clarity, and alignment with the desired experience. **Candidate Requirements** -------------------------- * Bachelor’s degree in Industrial Engineering or related field * Experience leading continuous improvement or customer experience improvement projects * Minimum 3 years of experience, including internships in customer experience areas * Intermediate Excel proficiency * SQL knowledge preferred (not mandatory) This opportunity is open to persons with disabilities. **Selection Process** ------------------------ The selection process is conducted via Aira \- a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to this position 2\. Check your email 3\. Log in to Aira and respond to the requested questions and/or assessments Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose \- Simplify and Enjoy Life More. We operate in 9 countries and comprise five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand shapes who we are, and together—as One Team—we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch and innovate, take risks, and create opportunities that keep us at the forefront—driving us to reinvent ourselves and deliver the best shopping experience at every point of contact with us.
María García
Indeed · HR
María García
Indeed · HR
