CUSTOMER EXPERIENCE INNOVATION MANAGER

Description

Job Summary: A professional responsible for designing and implementing Customer Experience (CX) strategies, leading customer service channels, and driving digital transformation initiatives. Key Highlights: 1. Opportunity to lead improvement and innovation projects 2. Professional development and continuous learning 3. Positive work environment **EDUCATION:** **Required field of study:** Administration, Marketing, Communications, Business, or related disciplines. **WORK EXPERIENCE** · Minimum 3 years of experience in customer service management, service quality, customer experience, or digital channels. · Experience leading customer service teams and supervising performance metrics. · Experience implementing improvements in customer service processes. · Preferred experience in financial sector companies, remittance services, banking, fintech, or service-oriented enterprises. · Experience managing innovation or continuous improvement projects will be valued. **RESPONSIBILITIES:** · Design and implement the company’s Customer Experience (CX) strategy. · Lead digital and in-person customer service channels, ensuring agile, efficient, and high-quality service delivery. · Identify opportunities to improve customer service processes and propose innovative solutions. · Lead digital transformation projects related to customer experience. · Evaluate and implement new technological tools to optimize customer service. · Manage and optimize the Telegiros service and other digital services offered by the company. · Define, monitor, and analyze Customer Experience-related management indicators (KPIs). **REQUIREMENTS:** · Knowledge of customer service and service quality management. · Proficiency in management indicators (KPIs). · Knowledge of continuous process improvement. · Intermediate-level proficiency in Microsoft Office. · Familiarity with CRM tools, customer service platforms, or digital solutions is preferred. · Familiarity with innovation methodologies and customer experience frameworks is preferred. · Strong organizational, leadership, and communication skills. · Maintain a credit history status of "Normal" (100%). · Willingness and availability to travel. **BENEFITS:** · Formal employment registration from day one, including all statutory benefits. · Participation in profit-sharing. · Positive work environment. · Birthday recognition. · Opportunity to lead improvement and innovation projects. · Professional development and continuous learning. Salary: S/.2,300\.00 \- S/.2,500\.00 per month Workplace: On-site employment