Customer Experience Owner

Há 15 horas


Buenos Aires, Brasil Randstad Argentina Tempo inteiro

The Customer Experience Owner is responsible for managing select client or program customer experiences (CX). This includes designing, executing, and optimizing end-to-end experiences while collaborating cross-functionally to achieve program and client goals.

Job Responsibilities Experience Design (35%)
  • Design and optimize end-to-end customer experiences using CX methodologies and tools (e.g., Blueprints, Experience Maps, CX Design Flows).
  • Apply human-centered design principles to create effective CX artifacts.
  • Conduct research as needed to stay informed about industry trends, market conditions, competition, and consumer behavior.
  • Manage stakeholders and oversee the development and maintenance of all CX artifacts.
Roadmap Execution (35%)
  • Collaborate with product and project managers to define solutions and influence priorities.
  • Prepare CX updates for client quarterly business reviews (QBRs).
  • Review proposed product or process changes, providing feedback and recommendations.
  • Lead customer communication strategies for relevant clients, products, and services.
Customer Experience Improvement (30%)
  • Monitor program performance by analyzing data and insights, partnering with relevant teams to implement changes.
  • Engage cross-functional teams to address significant breakdowns affecting Net Promoter Scores (NPS).
  • Recommend improvements backed by business cases, presenting suggestions to functional business leads.
  • Create cost-benefit analyses (CBA) to demonstrate the business value of CX initiatives.
Qualifications
  • Bachelor’s degree or 3 years of equivalent work experience (Master’s degree preferred).
  • Minimum of 3 years’ experience translating client/customer needs into customer journeys, process flow maps, and organizational policies.
  • At least 3 years’ experience applying CX methodologies (e.g., Blueprints, Experience Maps, Human-Centered Design principles).
  • Minimum of 3 years’ experience managing cross-functional projects or client relationships in a professional setting.
  • Strong analytical and cognitive skills, including root cause analysis and decision-making with minimal supervision.
  • Basic understanding of voice-of-the-customer program best practices, including selecting appropriate listening posts based on channels and touchpoints.
  • Proficiency in organizing structured and unstructured data into visual formats like charts, graphs, and tables for effective communication.
  • Solid analytical skills, including critical thinking to evaluate data, identify relationships, and summarize results. Moderate Excel skills are required, including creating pivot tables and using functions like VLOOKUP.
  • Comprehensive understanding of process improvement approaches, including evaluating feasibility and potential solutions.
  • Ability to define key performance indicators (KPIs) to measure the effectiveness of changes and assess unintended consequences.
  • Capable of creating basic ROI models to evaluate CX initiatives.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
  • Industries: Staffing and Recruiting
#J-18808-Ljbffr
  • Customer success

    6 meses atrás


    Buenos Aires, Brasil Netvagas Tempo inteiro

    In our Company, the best customer experience is one of our top priorities and the end goal of everything we do. The Customer Experience (CX) team is responsible for evaluating the customer perception of our products and offering recommendations to the product development teams on how to meet or exceed our users expectations.As a Customer Experience...


  • Buenos Aires, Brasil NetVagas Tempo inteiro

    In our Company, the best customer experience is one of our top priorities and the end goal of everything we do. The Customer Experience (CX) team is responsible for evaluating the customer perception of our products and offering recommendations to the product development teams on how to meet or exceed our users expectations. As a Customer Experience...

  • Customer success

    3 meses atrás


    BUENOS AIRES, Brasil Grupo Hub Tempo inteiro

    In our Company, the best customer experience is one of our top priorities and the end goal of everything we do. The Customer Experience (CX) team is responsible for evaluating the customer perception of our products and offering recommendations to the product development teams on how to meet or exceed our users expectations. As a Customer Experience...

  • Product Owner

    Há 15 horas


    Buenos Aires, Brasil Eron international Tempo inteiro

    Eron International is the main provider of expert services to the financial and technological industry, serving worldwide brands whilst re-defining the Fintech sector. We are an extensive and capable company, recognized for the differential value we bring to empower our clients and their customers.We are looking for a Product Owner to join our company.The...

  • Analista Pleno Estratégia

    3 semanas atrás


    Buenos Aires, Brasil MercadoLibre Tempo inteiro

    No Mercado Livre estamos democratizando o comércio, o dinheiro e os pagamentos na América Latina. Em Customer Experience inspiramos confiança em nossos usuários, gerando experiências extraordinárias. Nos conectamos emocionalmente em cada contato, oferecendo soluções e excedendo expectativas, através de distintos canais de atendimento. Para isso,...


  • Buenos Aires, Brasil Sauce Tempo inteiro

    Sauce is a premier restaurant technology platform that helps businesses grow with our Commission-Free Delivery & Pickup structure and proprietary delivery optimization technology. We are serving a 105 billion dollar US local restaurant business. Headquartered in NYC and Tel-Aviv, Sauce wants restaurants to fulfill their highest potential, this means giving...

  • Customer Success Mgr Sr

    2 semanas atrás


    Buenos Aires, Brasil Zebra Technologies Tempo inteiro

    Remote Work: Hybrid Overview:At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means being seen, heard, valued, and...


  • Buenos Aires, Brasil Google Tempo inteiro

    Strategic Account Executive, Google Cloud PlatformPlease submit your resume in English - we can only consider applications submitted in this language. Bachelor's degree or equivalent practical experience. 10 years of experience with quota-carrying cloud or software sales, or account management at a B2B software company. Preferred...


  • Buenos Aires, Brasil Google Tempo inteiro

    Cloud Consultant, Platforms and Infrastructure, Google CloudMidExperience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area. Please submit your resume in English - we can only consider applications submitted in this language. Minimum Qualifications:Bachelor's degree in...

  • Field Sales Representative

    2 semanas atrás


    Buenos Aires, Brasil Google Tempo inteiro

    Field Sales Representative (English, Spanish)Please submit your resume in English - we can only consider applications submitted in this language. Bachelor's degree or equivalent practical experience. 7 years of experience with quota-carrying cloud or software business, or account management at a Business-to-Business (B2B) software company. Experience...

  • Technical Account Mgr

    2 semanas atrás


    Buenos Aires, Brasil Fortinet, Inc. Tempo inteiro

    Job Duties and Responsibilities Collection, analysis and change recommendations of configuration information Collection and analysis of customer network information Collection and analysis of packet trace information Recommend actions based on analysis Customer education, deliver knowledge transfer like webinars or workshops Software recommendation, conduct...


  • Buenos Aires, Brasil Google Tempo inteiro

    Cloud Enterprise Architect, Professional Services, Google Cloud (English, Spanish)Apply Please submit your resume in English - we can only consider applications submitted in this language. Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Buenos Aires, Argentina; Bogotá, Bogota,...

  • Systems Engineer

    2 semanas atrás


    Buenos Aires, Brasil Fortinet, Inc. Tempo inteiro

    Skills & Qualifications Typically requires 5 – 8 years of field sales experience. Experience in technical/pre-sales support as a sales or systems engineer. Experience in LAN/WAN/Internet services administration. Experience with Wireless technologies, deploying, supporting, and doing site surveys. Solid understanding of Wireless Authentication...


  • Buenos Aires, Brasil Google Tempo inteiro

    Technical Solutions Consultant, gTech (Spanish, English)Please submit your resume in English - we can only consider applications submitted in this language. Bachelor's degree in Science, Technology, Engineering, Mathematics, or equivalent practical experience. 2 years of experience with project management. Ability to communicate in English and Spanish...

  • Senior Product Manager

    2 semanas atrás


    Buenos Aires, Brasil Tbwa ChiatDay Inc Tempo inteiro

    Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai...


  • Buenos Aires, Brasil Salesforce Tempo inteiro

    Signature Success, Sales ExecutiveApply remote type: Office - Flexible locations Argentina - Buenos Aires Time type: Full time Posted on: Posted 3 Days Ago Job requisition id: JR277117 To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. About Salesforce We’re...

  • Remarkable AI Expert

    Há 15 horas


    Buenos Aires, Brasil Remarkable AI Tempo inteiro

    Become a Customer Support Expert for brands you love! Remarkable AI Experts are freelance customer support agents who help companies provide the best support for their customers through social channels (Facebook, Instagram, TikTok & Twitter) and email.South Americans encouraged to apply! About The Job Are you looking to earn additional income? Chatdesk...

  • Software Developer

    Há 6 dias


    Buenos Aires, Brasil Hansen Technologies Tempo inteiro

    Exciting opportunity for an experienced Software Developer PL/SQL to join our Energy Development team in Buenos Aires, AR. Take a key role in driving success working with our Global Team to provide quality services to externally managed service clients and internal business units. This job will offer you opportunities to work in diverse environments and be...


  • Buenos Aires, Brasil Google Tempo inteiro

    Transform your career with Google Cloud, a rapidly growing business that helps customers leverage technology to drive growth and innovation. Our team is dedicated to delivering enterprise-grade solutions that meet the needs of businesses of all sizes.About the RoleIn this strategic role, you will lead the growth strategy for enterprise accounts, leveraging...

  • Software Engineer

    2 semanas atrás


    Buenos Aires, Brasil Tbwa ChiatDay Inc Tempo inteiro

    Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai...