Will lead the design and redesign of end-to-end customer and broker journeys (from awareness to post-sale), mapping pain points, expectations and opportunities for simplification.
Responsible for prioritizing and maintaining the CX roadmap, aligned with company strategy and area OKRs, ensuring measurable impact on NPS and CSAT.
Will perform quantitative and qualitative data analyses (transactional and relational NPS, VoC, VoB, complaints, ombudsman, customer service/SAC, surveys, product and channel analytics) to support decisions and prioritization.
Will coordinate and align initiatives with Commercial, Product, Support, IT/Digital and Operations, ensuring end-to-end delivery and elimination of rework/friction.
Will lead the implementation of process and channel improvements (website, app, broker portal, chat/WhatsApp, email, call center), ensuring omnichannel consistency.
Will monitor and be responsible for the executive presentation of experience metrics, insight storytelling and actionable recommendations for committees and the board.
Will participate in change management (communication, training, field and partner materials), ensuring adoption of the new journeys by internal teams and brokers.
Will foster a customer-centric culture, scaling CX practices, upskilling teams and strengthening rituals of active listening and continuous improvement.

Solid experience in Customer Experience (CX), Service Design or Journey Management, working on mapping, diagnostics and end-to-end process improvement.
Advanced skills in data analysis and interpreting experience metrics (NPS, CSAT, CES, churn), using tools such as Power BI, Looker, Tableau or internal analytics platforms.
Experience with service platforms or VoC tools such as Qualtrics, Zendesk, Salesforce, Medallia or equivalents.
Executive communication skills — translating data and journeys into clear, concise narratives for directors and partner areas.
Bachelor's degree in Business Administration, Engineering, Communication, Marketing or related fields.
Advanced/Fluent English.
Experience in the insurance market, particularly interacting with brokers, partners and B2B2C channels (plus).
Knowledge of omnichannel journey orchestration and flow automation (plus).
Prior experience with CX governance, experience acceptance criteria, standards and guidelines (plus).

Customer Experience Manager

Key skills