Service Designer

Knowledge of tools: Office Package, Miro, Azure, Trello, Notion and Figma.

Technical knowledge: Customer Experience, Design, Marketing and similar disciplines.

Journeys: Act as a focal point for the customer experience (CX) team in formatting customer journeys to provide the best possible experience for them.

Metrics: Monitor satisfaction, loyalty and effort metrics together with the customer experience team. Identify issues to be resolved and eliminate their root causes.

Process improvement: Be a protagonist together with the CX team in developing customer experience improvements in partnership with other areas of the company.

Culture: Act as an ambassador for customer focus, disseminating the benefits of maintaining loyal and promoting customers within the company.

NPS: Operationalize and guide analysts with a lower level of maturity on the NPS research system, ensuring that the inner loop and outer loop are carried out within the desired SLA.

Project management: Act in the governance of actions established within the client’s improvement projects, ensuring that initiatives are executed in the best possible way.

Team development: Direct and assist people with a lower level of maturity in customer experience.