Lead the journeys and channels team (composed of senior professionals), ensuring quality, strategic alignment and high-impact delivery;
Orchestrate the complete 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;
Link journeys to business goals, efficiency, conversion and customer satisfaction;
Facilitate management rituals (dailies, weeklies, follow-ups, 1:1s, feedback, performance reviews);
Lead cross-functional projects involving multiple areas (IT, Operations, Product, Commercial);
Prioritize requests using structured frameworks and a strategic perspective;
Create executive materials and participate in decision-making forums with senior leadership;
Oversee the implementation of improvements and ensure results are achieved;
Develop the team, strengthening technical and behavioral skills;
Foster a collaborative environment with psychological safety and high performance;
Represent CX as a strategic area in committees, rituals and complex meetings;
Drive innovation, automation and channel evolution;
Ensure decisions are data-driven rather than perception-based.

Bachelor's degree in Production Engineering, Business Administration, Information Systems or related fields;
Advanced fundamentals in Experience Management and Journey Design;
Solid 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 methodologies);
Interpretation and management of CX KPIs, including NPS, CSAT, CES, conversion and operational performance;
Understanding of digital products, UX and micro-interactions;
Ability to liaise with technology, product and operations teams;
Critical reading of data and KPIs to support decision-making;
Excel (intermediate/advanced);
PowerPoint (executive communication);
Miro / Figma / mapping platforms;
Omnichannel systems and customer service platforms;
Governance and standardization of journeys (AS-IS/TO-BE models, blueprinting, SIPOC);
Familiarity with efficiency, effort and commercial result metrics.

Meal and food allowance (if preferred, you can receive both amounts on a single food card)
Health insurance
Dental plan
Childcare assistance
Life insurance
Private pension plan
Wellhub
Mercantil Development Academy
Profit Sharing (PLR)

Customer Experience Coordinator

Key skills