Senior PMO Consultant overseeing strategic COA/Fulfillment programs in multinational retail. Ensuring operational readiness and cross - functional collaboration among teams in Santiago de Chile.
About the role
- Customer Experience Consultant handling market research and strategic insights for innovative technology solutions startup. Leading workshops and executive reporting on customer experience metrics.
Responsibilities
- Lead Customer Experience and Strategic Marketing initiatives, serving as the technical reference for data analysis and insights.
- Conduct complex market research, identifying consumer trends, behaviors, and innovation opportunities.
- Translate data into strategic recommendations, supporting executive decision-making and guiding CX roadmaps.
- Plan and lead workshops and co-creation sessions with stakeholders, fostering ideation and prioritization of improvements.
- Manage and automate dashboards and executive reports, consolidating CX metrics (NPS, CSAT, CES, VSS) and performance indicators.
- Collaborate with product, customer service, technology, and operations teams to propose systemic and scalable solutions.
- Monitor the impact of implemented initiatives, ensuring measurable and sustainable results.
- Support the development of more junior team members by sharing best practices and analysis methodologies.
Requirements
- Bachelor's degree (completed) in Business Administration, Engineering, Statistics, Marketing, Economics, Communications, or related fields;
- Proficiency in Power BI, Qlik, Tableau, and advanced Excel (dashboard creation, automations, and data storytelling);
- Experience with NPS, CSAT, CES, VSS analyses and quantitative and qualitative research methodologies.
- Knowledge of data analysis languages (SQL, Python, R) and Design Thinking methodologies;
- Certifications in CX Management, Power BI Expert, Customer Insights Strategy, Advanced Analytics, or similar.
Benefits
- Important: All our positions are open to candidates with disabilities, and we commit to gender and racial/ethnic equity.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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