CX Lead – Voice of the Customer and Digital Channels

• Between 4 and 6 years of experience in customer experience, insights, research, digital analytics, or UX research.

• Experience managing a Voice of the Customer program: questionnaires, multi-channel collection, analysis, and reporting.

• Experience working on customer-facing digital products (app or transactional web).

• At least 2 years coordinating teams.

• Experience in external provider management.

• University degree (Business Administration, Marketing, Engineering, Psychology, Sociology, Statistics, Interaction Design, or similar).

• Native or bilingual Spanish and professional English (B2-C1).

We will also love it if you...

• You speak Portuguese.

• You have worked in multi-country environments or have implemented a VoC platform.

• You are familiar with conversational channels (WhatsApp Business API, chatbots) or the contact center world.

• You use tools such as Qualtrics, Medallia, GA4, Amplitude, Contentsquare, Hotjar, Power BI, or Figma, or you are proficient with SQL.

• You have training or certification in CX (for example, CCXP) or in user research.

• Fixed + variable salary

• Social benefits (childcare vouchers, discounts, free online psychologist, physiotherapy, free online tutoring for your family...)

• Hybrid model: 3 days in the office and 2 days of remote work.

• A newly created position, with real decision-making capacity over the program.

• Your own team from day one.

• Iberian scope, with occasional travel to Portugal, and visibility before the management committee. -

• Real possibilities for growth within the area.

Would you like to build a customer experience program from scratch, with your own team and visibility before management?

At Aquaservice, we listen to our customers via the app, WhatsApp, and email, and we have digital self-service channels. Now we want to take a step further: we want someone to be responsible for the entire journey, from what the customer tells us to concrete improvements in our app and the private area of the web. That is why we have created this position.

1.-You will lead the Voice of the Customer program

• You will decide what we measure, when, and in which channel, and you will design the questionnaires.

• You will manage multi-channel collection (app, WhatsApp, email) and ensure data quality.

• You will analyze results and comments, build the dashboard, and close the loop with the customer and the involved areas.

2.-You will improve the digital experience

• You will be the go-to person regarding how our customers actually use the app and the private area.

• You will conduct user research and analyze their behavior to detect friction points.

• You will propose improvements to Product and IT, defend them, and measure their impact.

3.-You will manage a team and external partners

• You will organize, train, and develop a team of 4-5 people, including the team that contacts dissatisfied customers to reach the root cause.

• You will manage external providers from start to finish: briefing, selection, monitoring, and closing.

This position is for you if... you have grown within a customer experience area, perhaps from an assistant role, and you feel prepared to lead a complete program with autonomy. You are motivated to build, not just maintain. Keep in mind that this is not a visual design position nor a management role: it is a hands-on leadership role, with your hands in the data and the product.