Head of Customer Experience & Operational Excellence

Our client is looking for an experienced and forward-thinking customer experience leader to shape and drive the evolution of customer experience and service delivery in Brazil.

This role will be responsible for developing a customer-centric strategy, improving end-to-end customer journeys, and building scalable, efficient, and high-performing service operations. The successful candidate will combine strategic vision with strong operational expertise, leveraging data, technology, automation, and emerging AI capabilities to enhance customer satisfaction, improve service quality, and drive sustainable business performance. Working closely with commercial, product, marketing, technology teams, the role will lead continuous improvement initiatives, strengthen service delivery capabilities, and ensure that customer experience remains a competitive advantage as the business evolves.

Key Responsibilities

Customer Experience Strategy & Journey Improvement

• Define and execute the customer experience strategy, embedding a customer-centric mindset across the organization.
• Develop a roadmap to continuously improve end-to-end customer journeys, identifying friction points, service gaps, and opportunities to enhance the overall experience.
• Partner with commercial, product, and marketing teams to translate customer insights into actionable initiatives that improve satisfaction, retention, and operational effectiveness.
• Establish a structured approach to measuring customer experience and tracking the impact of improvement initiatives.

Customer Success & Service Delivery

• Oversee the customer lifecycle, from onboarding and adoption to ongoing support and relationship management.
• Lead the overall service delivery model across internal teams, external partners, shared services, and hybrid operating structures.
• Ensure consistent service quality, responsiveness, resolution times, and effective escalation management across relevant customer channels.
• Drive daily operational performance, including workload allocation, capacity planning, backlog management, and resource prioritization in line with business demand.
• Foster a culture of accountability, empathy, continuous improvement, and service excellence.

Operational Excellence & Intelligent Service Innovation

• Identify and implement opportunities to simplify processes, improve productivity, optimize costs, and increase operational scalability.
• Advance the use of data, digital tools, automation, and AI-enabled solutions to improve service efficiency and deliver better customer outcomes.
• Establish performance management routines and operational KPIs to monitor service levels, productivity, quality, and customer satisfaction.
• Apply structured problem-solving and continuous improvement methodologies to address root causes, eliminate inefficiencies, and improve service reliability.
• Ensure that service technologies, operating processes, and resource models evolve in line with changing customer expectations and business needs.

Customer Insights & Performance Management

• Lead customer satisfaction measurement, including NPS, CSAT, and other relevant experience indicators.
• Translate customer feedback, operational data, and performance trends into prioritized improvement plans.
• Develop clear reporting and governance routines to monitor results, identify emerging issues, and support data-driven decision-making.
• Collaborate with regional and global stakeholders to exchange best practices, align operating standards, and support broader service transformation initiatives.

Leadership & Organizational Development

• Lead, develop, and empower customer experience and service delivery teams, building the capabilities required for a technology-enabled, performance-driven environment.
• Strengthen collaboration across internal teams and external service partners, ensuring effective governance, accountability, and delivery standards.
• Build strong operational capabilities in workforce planning, forecasting, analytics, service technology, and performance optimization.
• Drive organizational change and encourage the adoption of new ways of working that improve customer outcomes, employee effectiveness, and cost efficiency.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Customer Experience, Engineering, or a related discipline.
• 10+ years of experience in customer experience, customer service, service delivery, or operational leadership roles.
• At least 3 years of experience leading teams and driving performance across complex service operations.
• Experience reporting to the C-Level or Executive Board is highly valued.
• Proven experience managing contact centers, customer support functions, shared services, outsourced providers, or hybrid service delivery models.
• Demonstrated success in improving customer experience, optimizing operating models, and delivering measurable improvements in service quality, productivity, and cost efficiency.
• Experience working in digitally mature, technology-enabled, or fast-scaling organizations, with exposure to evolving customer journeys and modern service delivery practices.
• Practical experience implementing or scaling automation, AI-enabled solutions, or other technology-driven improvements in customer service or operational processes is highly desirable.
• Strong understanding of customer service KPIs, NPS, CSAT, service-level agreements, workforce management, forecasting, and capacity planning.
• Proficiency in CRM platforms, customer experience technologies, and data analytics tools.
• Experience applying Lean, Six Sigma, or other continuous improvement methodologies is an advantage.
• Strong stakeholder management, analytical, communication, and change leadership skills.
• Professional fluency in English and Portuguese.

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