CX/UX  -Remoto Argentina ID #00180

A Regional Customer Experience (CX) Manager is responsible for driving customer satisfaction and improving the overall customer experience in relation to the product. The role will primarily focus on ensuring that all customer touchpoints are optimized to deliver an exceptional experience that aligns with both regional needs and local market requirements.

• Understand business requirements (local and regional) and adapt customer experience strategy
• Create and execute a customer experience that focuses on improving customer satisfaction and retention
• Work closely with regional and local teams to create user journeys using enterprise-friendly user design UX tools
• Implement CS tools and platforms to help the team understand user journeys mapped to user stories
• Ensure UX includes legal, compliance and regulatory requirements
• Map end-to-end customer journeys to identify key touchpoints and opportunities to improve the experience
• Collaborate with global CS teams to ensure consistency in customer experience while enabling regional/local customization
• Serve as a liaison between the commercial and technical team ensuring that customer experience and business requirements are communicated effectively
• Regularly evaluate and improve CS initiatives, ensuring all customer interactions are seamless and meet local business needs
• Foster a culture of customer obsession within the region, ensuring that all teams prioritize customer needs and feedback in their output
• Actively participate in regional and local iteration and PI planning, daily meetings and relevant agile ceremonies
• Fluency in English and Spanish required; Portuguese or French is valued

Tools and technologies

Design tools: Figma, Sketch, Adobe XD, InVision or similar tools.

Prototyping tools: Axure, Marvel or similar tools.

Analysis tools: Google Analytics, Hotjar, Mixpanel or similar tools.

User research tools: UserTesting, Lookback, Optimal Workshop or similar tools.

Collaboration tools: Slack, Microsoft Teams, Miro or similar tools.