Customer Experience (CX) Specialist
Based at Curitiba, Brazil
Customer Experience (CX) Specialist
Be part of a strong brand is your call. Design for customer experience is your passion. And you have the ambitions, assets and tools to make it happen.
The Customer Experience Specialist (CX) will define, govern, and measure the end-to-end customer experience across all touch points. He/she will be responsible to prioritize experiences along the customer journey in order to inform implementation focus and timing. The primary responsibility for this role is to function as the “voice of the customer” by determining what customers of the content/experience (or of a particular feature) are trying to accomplish, what are their expectations, and what are their pain points, and where can Volvo and the dealernet provide them most improvement to their experiences.
Design and develop programs and processes intended to help the organization understand, analyze and create a positive customer experience. Understand and be accountable for the delivery, measurement and governance of the customer journey, in strong partnership with the whole dealernet. Ensure that all legs of the customer journey are connected and consistent. They will own, manage and develop the customer experience initiative pipeline.
Champion the customer through all our customer journeys, identifying their needs and expectations.
Using research, insight and business information to generate initiatives and proposals that will elevate our customers’ experience.
Facilitate strategy sessions, including design, concept and prototype sessions with internal and external (dealernet) stakeholders based on the research.
Constantly reviewing and measuring the customer journey and our delivery along it. Observing where service or experience can be improved.
Manage customer solutions providers (surveys, contact centers, etc) to delivery an outstanding performance.
Owning the entire customer journey, online and offline. Working across the organization to improve the experience and deliver a world-class experience.
Own and develop metric and measurement techniques that will enable to constantly and consistently measure the customer’s experience.
Who You Are
To be considered for the position, you have demonstrated relevant and current expertise in directing strategy, development and execution. Creativity and innovation are part of your DNA. You have strong persuasion and are able to captain a change management process towards a customer success culture.
Bachelor’s degree in Business Administration, Marketing or other related areas.
Experience developing customer journey maps based on voice of the customer.
Experience communicating high-impacts recommendations to business stakeholders.
Experience in a services our retail environment.
Ability to handle large, complex projects in a traditional changing environment
High degree of initiative and desire to build an extraordinary user experience for our customers, through the Latin America dealernet.
Self-propelled, planning and execution skills and the ability to independently drive and solve complex tasks.
Excellent written and verbal communication skills, with demonstrable ability to deliver compelling fact-based presentations.
Ability to understand, interpret and communicate data & information in a clear and concise manner to decision-makers at all levels.
Content Strategy or UX (research or design) background a plus.
Fluent English and advanced Spanish languages are mandatory.
The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world’s best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. Together we move the world we want to live in and help our customers keep their promises.