Head de Customer Experience
Há 5 dias
Estamos em busca de uma pessoa para liderar a área de
Customer Experience
, com um olhar estratégico para toda a jornada do cliente e foco em otimização contínua.
O desafio é garantir que nossos clientes tenham soluções
antes mesmo de encontrarem um problema
, combinando dados, IA, experimentação e influência sobre o produto.
Responsabilidades:
- Mapear a jornada do cliente, identificando gaps e oportunidades de melhoria contínua.
- Estruturar e testar hipóteses para aprimorar a experiência, com base em dados, insights e ferramentas de IA.
- Trabalhar em parceria com Produto para influenciar melhorias e inovações que reduzam atritos na jornada.
- Criar e otimizar fluxos automatizados e inteligentes para garantir soluções proativas aos clientes.
- Desenvolver estratégias para que, quando o atendimento humano for necessário, a experiência seja fluida e eficiente.
- Liderar iniciativas de
Customer Lifecycle
, garantindo retenção e engajamento dos clientes. - Criar métricas e acompanhar KPIs para avaliar impacto e eficiência das ações.
Requisitos:
- Experiência sólida em
Customer Experience
, Produto, Analytics e Lifecycle. - Vivência em startups e ambientes de crescimento acelerado.
- Capacidade de analisar dados e transformar insights em ações estratégicas.
- Experiência com metodologias de teste e otimização de jornada.
- Conhecimento ou experiência no uso de ferramentas e soluções de
Inteligência Artificial aplicada à experiência do cliente
(ex: chatbots avançados, personalização preditiva, análise de sentimento, etc.). - Habilidade para influenciar diferentes áreas, como Produto, Tecnologia e Atendimento.
- Mentalidade customer-centric, buscando sempre antecipar necessidades e criar soluções eficientes.
-
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