Hybrid Customer Experience Coordinator

at Banco Mercantil

• Job title: Customer Experience Coordinator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Belo Horizonte, Brazil

Responsibilities

• Lead the Journeys and Channels team (composed of senior professionals), ensuring quality, strategic alignment and high-impact delivery;
• Orchestrate the end-to-end journey lifecycle: mapping, design, implementation, monitoring and continuous improvement;
• Ensure an integrated omnichannel experience (WhatsApp, App, Store, Phone) with consistency across channels;
• Manage experience and performance metrics, proposing corrective actions and structural improvements;
• Connect journeys to business goals, efficiency, conversion and satisfaction;
• Facilitate management rituals (dailies, weeklies, follow-ups, 1:1s, feedback, performance reviews);
• Lead cross-functional projects involving multiple areas (IT, Operations, Product, Commercial/Sales);
• Prioritize requests using structured frameworks and strategic vision;
• Prepare executive materials and participate in decision-making forums with the board/directors;
• Oversee the implementation of improvements and ensure results are achieved;
• Develop the team, strengthening technical and behavioral skills;
• Foster a collaborative, psychologically safe, high-performance environment;
• Represent CX as a strategic function in committees, rituals and complex meetings;
• Drive innovation, automation and channel evolution;
• Ensure decisions are data-driven rather than based solely on perception.

Requirements

• Bachelor's degree in: Production Engineering, Business Administration, Information Systems or related fields;
• Advanced fundamentals in Experience Management and Journey Design;
• Strong knowledge of omnichannel journeys (App, WhatsApp, Phone, Store, ATM);
• Experience managing highly senior teams and leading performance rituals;
• Continuous improvement, prioritization and journey optimization techniques;
• Project management (agile, hybrid or traditional);
• Interpretation and management of CX KPIs: NPS, CSAT, CES, conversion and operational performance;
• Understanding of digital products, UX and microinteractions;
• Ability to engage with technology, product and operations teams;
• Critical data and KPI literacy for decision-making;
• Excel (intermediate/advanced);
• PowerPoint (executive-level communication);
• Miro / Figma / journey-mapping platforms;
• Omnichannel systems and customer service platforms;
• Governance and standardization of journeys (AS-IS/TO-BE models, blueprinting, SIPOC);
• Knowledge of efficiency, effort and commercial outcome metrics.

Benefits

• Meal and grocery allowances (if preferred, both allowances can be combined onto a single grocery card);
• Health insurance;
• Dental plan;
• Childcare assistance;
• Life insurance;
• Private pension;
• Wellhub (employee well-being platform);
• Mercantil Development Academy (training and development program);
• Profit Sharing (PLR);