Global Customer Happiness Strategy Lead
We are seeking a dynamic and strategic-minded Customer Happiness Global Strategy Lead to join our Global Growth team. The Customer Happiness Global Strategy Lead will play a pivotal role in shaping the way we address our customer’s needs across Brazil, Mexico, and Colombia. This position will focus on defining and executing on an agenda of strategic projects to maximize customer satisfaction. To ensure this strategic focus is accurate and has the highest impact, this role will also maintain and improve our understanding in customer health metrics, and standardize best practices and processes across our customer happiness teams.
This position is aimed at individuals with expertise in customer happiness excellence, with a strategic or consultative role in the area. It reports directly to the Director of Operations and Revenue.
- Strategic Leadership:
- Develop and execute a holistic global strategy for enhancing customer happiness across Brazil, Mexico, and Colombia
- Identify key opportunities within the Customer Happiness function and convert them into well-defined strategic projects that drive significant impact
- Collaborate with cross-functional teams to ensure alignment with the overall company goals and objectives
- Global Process Alignment:
- Lead efforts to standardize and optimize customer happiness processes across the three countries, ensuring consistency in service quality and customer experience.
- Work closely with country-specific teams to identify process gaps and opportunities for improvement, facilitating the exchange of best practices.
- Empower local teams to maintain differences from standardized processes when this is optimal
- Data-Driven Insights:
- Leverage data and insights to identify trends, opportunities, and pain points within the customer journey
- Develop data-driven recommendations to enhance customer experience, increase customer satisfaction, and drive operational efficiency.
- Stakeholder Collaboration:
- Partner with regional leaders in customer happiness, operations, customer success and other relevant teams to gather insights and feedback that contribute to the refinement of customer happiness strategies.
- Collaborate with the product and technology teams to advocate for customer-centric enhancements based on user feedback.
- Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred).
- 7+ years of experience in customer experience strategy, customer success, or related roles, ideally within the fintech or corporate services sector.
- Proven track record of leading and implementing customer-centric strategic initiatives that deliver measurable results.
- Strong analytical skills, with the ability to interpret data, identify trends, and make informed decisions.
- Excellent interpersonal and communication skills, capable of engaging stakeholders at various organizational levels.
- Strategic thinker with the ability to connect overarching business goals with customer happiness strategies.
- Proactive mindset with a passion for driving positive change and excellence in customer experiences.
- Bilingual proficiency in English and Spanish (Portuguese is a plus).
- Ability to work in a dynamic and fast-paced environment, managing multiple projects simultaneously.