Customer Experience Specialist

Customer Experience Specialist (00302089)

**Location**:Curitiba, BR, 81260-900**Position Type**:Professional- Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.**Job description**
- Be part of a strong brand is your call. Design for customer experience (CX) is your passion. And you have the ambitions, assets and tools to make it happen._
- The mission of Customer Experience Specialist is to promote the customer-centric culture in Volvo Trucks Latin America through right methodologies and people development._
- The CX Specialist will define, govern, and measure the end-to-end customer experience across all touch points. He/she will be responsible to prioritize experiences along the customer journey in order to inform implementation focus and timing. The primary responsibility for this role is to function as the “voice of the customer” by determining what customers of the content/experience (or of a particular feature) are trying to accomplish, what are their expectations, and what are their pain points, and where can Volvo Trucks Latin America and the dealer net provide them most improvement to their experiences._

**Who are you?**
To be considered for the position, you have demonstrated relevant and current expertise in directing strategy, development and execution. Creativity and innovation are part of your DNA. You have strong persuasion and are able to captain a change management process towards a customer success culture.

**Responsibilities**
- Drive the CX data collection process through the surveys for LA market.
- Develop methodologies to improve data measurement, analysis and dealing with the main problems related to CX.
- Design and develop programs and processes to support the organization understand, analyze and create a positive customer experience.
- Understand and be accountable for the governance of the customer journey.
- Ensure that all legs of the customer journey are connected and consistent. Manage and develop the CX initiative pipeline.
- Use research outputs and business information to generate initiatives that will improve our customers experience.
- Facilitate strategy sessions with internal and external (dealernet) stakeholders based on the surveys.
- Review and measure the customer journey and our delivery along it identifying opportunities.
- Manage customer solutions providers (surveys, contact centers, etc) delivery an outstanding performance.
- Promote the competences development regarding essential skills for a customer-centric culture throughout the organization.
- Challenge the organization to seek continuous improvement in relation to customer satisfaction results.

**Qualifications**
- Bachelor’s degree in Business Administration, Marketing or other related areas.
- Experience developing customer journey maps and routines based on voice of the customer.
- Experience communicating high-impacts recommendations to business stakeholders.
- Experience in services or retail environment.
- High degree of initiative and desire to build an extraordinary user experience for our customers, through the Latin America dealernet.
- Self-propelled, planning and execution skills and the ability to independently drive and solve tasks.
- Excellent written and verbal communication skills, with demonstrable ability to deliver compelling fact-based presentations.
- Ability to understand, interpret and communicate data & information in a clear and concise manner to decision-makers at all levels.
- Fluency in Portuguese, English and Spanish.
- Content strategy or user experience (research or design) background is a plus.**Who we are and what we believe in**-
- At **Volvo Trucks** you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people - to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.**Job Category**:Marketing & Communication**Organization**:Volvo Trucks**Travel Required**:Occasional Travel**Requisition ID**:7346**View All Jobs**

**Do we share the same aspirations?**

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated drivi