Customer Experience Consultant

Description

**Service Excellence**, within the Customer Experience area, aims to ensure service excellence delivered to customers by defining, evolving, and governing experience metrics and service-level agreements; continuously analyzing the quality of delivered service; identifying root causes; and actively collaborating with operational areas to drive sustainable improvements in customer experience. The Service Excellence department is seeking **a Consultant** with strong analytical capabilities, business orientation, and sensitivity toward customer experience—capable of transforming operational data, customer feedback, and service metrics into actionable insights that improve satisfaction, resolution, operational efficiency, and service quality. We seek a candidate curious about how service is delivered across different customer channels and journeys, able to identify improvement opportunities, challenge existing metrics when necessary, and collaborate with operational and business teams to convert analyses into concrete continuous improvement initiatives. **Responsibilities** * Define, review, and evolve experience and service KPIs that robustly measure how service is delivered to customers across key channels and journeys. * Analyze relationships among operational metrics, service levels, resolution rates, commitment fulfillment, and customer satisfaction to identify levers most impacting the customer experience. * Conduct quantitative and qualitative analyses of customer feedback, CFLs, NPS, Speech Analytics, or other available sources to identify root causes of detractors, deviations, or recurring pain points. * Collaborate cross-functionally with operational areas—including Customer Service, Field Service, CRA, Digital, Product, and other teams involved in service delivery—to translate findings into action plans. * Design and maintain dashboards, reports, and executive presentations enabling monitoring of service quality evolution, anticipation of risks, and facilitation of decision-making. * Contribute to defining and governing SLAs, targets, and metrics tailored to different segments, channels, or customer types—ensuring they reflect the customer’s actual experience. * Drive continuous improvement initiatives by identifying opportunities to reduce detractors, improve resolution, optimize processes, and reinforce accountability across involved areas. * Explore and apply new analytical methodologies—including artificial intelligence, text analytics, or novel feedback sources—to enhance diagnostic capability and tracking of customer experience. **We especially value:** * Ability to structure complex service problems and convert them into clear, actionable, decision-oriented analyses. * Customer- and business-oriented mindset, with interest in understanding how operational decisions impact satisfaction, resolution, and efficiency. * Skill in combining quantitative analysis, qualitative interpretation of feedback, and operational knowledge to identify genuine root causes. * Communication and influence skills to clearly convey conclusions to operational stakeholders, business teams, and executive profiles. * Autonomy and proactivity in identifying improvement opportunities, formulating hypotheses, validating them with data, and proposing solutions. * Cross-functional collaboration ability in multidisciplinary environments, aligning needs and priorities across various areas involved in customer experience. * Curiosity about new methodologies, analytical tools, and information sources that enable evolution in how we measure and manage service excellence. * Willingness to challenge the status quo and contribute to building a culture of continuous improvement, accountability, and data-driven decision-making. **What are we looking for?** * Bachelor’s degree in Business Administration and Management, Economics, Statistics, Engineering, Mathematics, Business Analytics, or related fields. * Two to four years of professional experience in consulting, business analysis, customer experience, operations, strategy, or continuous improvement roles. * Strong analytical capability and comfort working with data, KPIs, dashboards, and deviation analysis. * Advanced proficiency in Excel and PowerPoint. * Experience with Power BI, SQL, Python, text analytics tools, Medallia, Speech Analytics, or other customer feedback analysis solutions is highly desirable. * English level B2 or higher. * Strong communication, synthesis, and stakeholder engagement skills—especially with operational and executive profiles. * Profile with strong customer orientation, cross-functional collaboration capability, and sensitivity to connecting data, processes, and the customer’s real-world experience.