02/03/21

CX Process Specialist

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Gympass
São Paulo
En. Superior
  
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THE OPPORTUNITY

We are looking for a CX Process Specialist to join our Customer Experience (CX) team in São Paulo. 

The Process Improvement department goal is developing a continuous improvement vision and strategy across the company to help leverage CX operations productivity and quality.
The Customer Experience team is the front line when it comes to communication and interaction with customers (users, gyms and companies). As a member Process Improvement team you must to deep dive in the operation to help create or adapt process in order to ensure the best performance.

YOUR IMPACT

Become the focal point collaborating closely with key CX stakeholders (e.g., Product, Finance, Sales, Marketing, Operations) to drive improvements that benefits customer experience;
Attending different forums with several stakeholders representing CX within the organization;
Communicate the findings to ensure a holistic view of customers through different stakeholders;
Summarize problems and engage multiple stakeholders seeking for a solution;
Conduct on-site workshops (during process deployment planning phase);
Prioritize and lead multiple cross-functional projects oriented to improve customer experience;
Recognize and address organizational barriers to ensure the future success of new projects;
Communicate changes in process & support training team to deploy across the company.

WHO YOU ARE

Experience translating raw data into relevant actionable improvements;
Ability to organize, analyze and summarize data in presentations/reports oriented to cross-functional team and stakeholders;
Good proficiency in English language, both verbal and written;
Experience with data query (SQL, R, or Python), data visualization (Tableau/Power BI);
Experience in project management ;
Green/Black Belt in Lean Six Sigma certificate is a plus;
Collaborative, good communication, and presentation skills;
Strong sense of ownership and accountability;
Analytical and customer-centric mindset to define and oversee data, processes and systems to identify opportunities for improvement;
Process driven with experience creating and optimizing processes;
Strong interpersonal and communication skills with demonstrated ability to engage with various stakeholders and be impactful in difficult situations;
Ability to work in a dynamic, fast-paced and goal driven environment.