Customer Experience Consultant

Service Excellence, within the Customer Experience area, has the mission of ensuring excellence in the service offered to the customer through the definition, evolution, and governance of experience metrics and service levels; the continuous analysis of the quality of the service delivered; the identification of root causes; and active collaboration with operational areas to drive sustainable improvements in the customer experience.

From the Service Excellence department, we are looking for a Consultant with strong analytical skills, business orientation, and sensitivity toward the customer experience, capable of transforming operational data, customer feedback, and service metrics into actionable insights that help improve satisfaction, resolution, operational efficiency, and service quality.

We want to bring in someone with curiosity about how service is delivered across the different channels and customer journeys, who can identify improvement opportunities, challenge current indicators when necessary, and collaborate with operational and business teams to turn analyses into concrete continuous improvement initiatives.

• Define, review, and evolve experience and service KPIs that allow for robust measurement of how service is delivered to the customer across the main channels and journeys.
• Analyze the relationship between operational metrics, service levels, resolution, compliance with commitments, and customer satisfaction to identify the levers that have the greatest impact on the experience.
• Conduct quantitative and qualitative analyses of customer feedback, CFLs, NPS, Speech Analytics, or other available sources to identify root causes of detraction, deviations, or recurring pain points.
• Collaborate cross-functionally with operational areas such as Customer Service, Field Service, CRA, Digital, Product, or other teams involved in service delivery to translate findings into action plans.
• Design and maintain dashboards, reports, and executive presentations that allow monitoring the evolution of service quality, anticipating risks, and facilitating decision-making.
• Contribute to the definition and governance of SLAs, targets, and metrics adapted to different segments, channels, or customer types, ensuring they reflect the real customer experience.
• Drive continuous improvement dynamics, identifying opportunities to reduce detraction, improve resolution, optimize processes, and strengthen accountability across the areas involved.
• Explore and apply new analytical methodologies, including artificial intelligence, text analytics, or new feedback sources, to enhance the capacity for diagnosing and monitoring the customer experience.

• Ability to structure complex service problems and turn them into clear, actionable analyses oriented toward decision-making.
• Customer- and business-oriented mindset, with an interest in understanding how operational decisions impact satisfaction, resolution, and efficiency.
• Skill in combining quantitative analysis, qualitative interpretation of feedback, and operational knowledge to identify real root causes.
• Communication and influencing skills to convey conclusions clearly to operational stakeholders, business teams, and management profiles.
• Autonomy and proactivity to identify improvement opportunities, formulate hypotheses, validate them with data, and propose solutions.
• Cross-functional working capability in multidisciplinary environments, coordinating the needs and priorities of the different areas involved in the customer experience.
• Curiosity about new methodologies, analytical tools, and information sources that allow evolving the way we measure and manage service excellence.
• A drive to challenge the status quo and contribute to building a culture of continuous improvement, accountability, and data-driven decision-making.

• Degree in Business Administration, Economics, Statistics, Engineering, Mathematics, Business Analytics, or a related field.
• Professional experience of between two and four years in consulting, business analysis, customer experience, operations, strategy, or continuous improvement roles.
• Strong analytical skills and comfort working with data, KPIs, dashboards, and deviation analysis.
• Advanced proficiency in Excel and PowerPoint.
• Highly valued experience with Power BI, SQL, Python, text analytics tools, Medallia, Speech Analytics, or other customer feedback analysis solutions.
• English B2 or higher.
• Good communication, synthesis, and stakeholder engagement skills with operational and management profiles.
• Profile with a strong customer orientation, cross-functional working capability, and sensitivity for connecting data, processes, and the real customer experience.