Consultor Customer Experience

3 semanas atrás


São Paulo São Paulo, Estado de São Paulo, Brasil UltraCon Consultoria Tempo inteiro

Consultor CX (Jornadas)

Data de Início: Imediata

Tempo de Alocação: Indeterminado

Local de Trabalho: São Paulo/SP - Henri Dunant (Híbrido: 3x/sem presencial)

Horário de Trabalho: 9h00 as 18h00


Descrição de Cargo:

Liderar o mapeamento e a melhoria da jornada do cliente, analisando dados complexos e desenvolvendo estratégias de CX.


Requisitos Necessários:


• Experiência mínima de 5 anos em atendimento ao cliente, suporte ao cliente ou áreas relacionadas;

• Conhecimento avançado em ferramentas de CRM e análise de dados;

• Experiência em liderar projetos de CX e equipes;

• Excelente habilidade de comunicação verbal e escrita;

• Capacidade de entender e resolver problemas complexos dos clientes;

• Iniciativa para liderar mudanças e melhorias; Habilidade para gerenciar múltiplas tarefas e projetos;

• Capacidade de liderar e colaborar com diferentes equipes e áreas internas e externas.


Formação Acadêmica:


Graduação completa em administração e marketing, engenharias de produção, sistema de informação, processos de negócios e análise de dados, design de serviço. Desejável especialização em gestão de projetos, qualidade e estratégias de negócios.


Principais Atribuições (Atividades):


• Liderar o mapeamento e a melhoria da jornada do cliente;

• Analisar e interpretar dados complexos de feedback dos clientes;

• Desenvolver e implementar estratégias de CX;

• Monitorar e reportar a eficácia das iniciativas de CX;

• Treinar e capacitar a equipe em melhores práticas de CX;

• Participar de projetos estratégicos e multidisciplinares.


Treinamentos Recomendados:


• Métricas de CX, CRM, KPI´s, ferramentas de processos, como Bizagi e Miro;

• Diferenciais : Atuação com mapeamento e implantação de URA de atendimento;

• Conhecimentos em IA aplicado à CX e atendimento ao cliente.


Atitudes:


• Comunicação

• Curiosidade

• Empatia

• Resolução de problemas

• Trabalho em equipe


Maiores detalhes serão fornecidos durante entrevista técnica com o cliente.



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