En AES, elevamos la calidad de vida en todo el mundo cambiando la forma en la que la energía funciona. Todos tienen un impacto cada día en nuestros equipos pequeños y globales. Postúlese aquí para iniciar una extraordinaria carrera hoy mismo.
The Digital Customer Experience Manager will help to translate the overall commercial & industrial (C&I) digital customer experience vision into a set of products, services, and applications that serve as the primary touch point for our large retail C&I customers across Latin America, whilst striving to enable AES’s vision of becoming a best in class customer focused organization.
This individual will be responsible for leading the execution and deployment of the new C&I Digital Customer Experience Platform (DCEP) whilst partnering closely with AES business, digital and 3rd party leadership to co-develop the future state short, medium and long term DCEP product roadmap and execution plan.
Primary Job Responsibilities:
· Identifies and realizes bold customer-centric digital plans and aligns resources to deliver digital solutions
· Supports the enterprise customer experience vision, strategy, and roadmap, through architecture, solutions and execution.
· Drive positive customer experiences that create client and consumer value and satisfaction, retention and growth, building on voice of the customer feedback, and qualitative and quantitative data.
· Establish and evangelize metrics-based success measurement model with key focus on financial rigor and customer effectiveness
· Manages internal and external partner engagement execution and program governance
· Creates enduring competitive advantage through deployment of effective customer marketing programs combined with powerful insights
· Builds a culture where teams are inspired to collaborate; ensure everyone understands their part in the process
· Drive efficient and effective focus through adoption of a standardized and transparent KPIs
· Act as a communication bridge between technology functions and leadership
· Identify customer pain points and leveraging tools to drive short-term solutions and long-term roadmaps
· Leverage data to identify key opportunities for improving the customer experience and build customer satisfaction
Job Requirements:
· 7+ years of experience in Digital Customer Experience design and deployment
· Proficiency in English, Spanish & Portuguese
· 5+ years working for/with large industrial organizations.
· Bachelor’s degree required, Master’s degree preferred
· Experience in CX research, executing demographic and psychographic segmentations, journey mapping, and customer data analytics
· Understanding of AI/ML applicability within customer intelligence
· Experience in energy and/or any other Utility sector (Gas, Water..) is preferable. Other industries are acceptable as well
· Experience in program governance and agile methodology
Preferred Skills:
· Deep knowledge of best practices for operational excellence and customer experience management.
· Experience with Salesforce Sales Cloud, Allegro & SAP
· Results oriented collaborative team player with a keen ability to demystify and streamline process
· Must have an above average ability to distill complex concepts and ideas to simple brief points of communication. This person must have the innate ability to communicate in a powerfully succinct manner in verbal and written form.
· Strong evidence of strategic thinking and flourish in a fast-paced cross functional environment
· Excellent interpersonal skills and ability to influence and organize
· Results oriented with hands on approach
Nosotros somos la energía que mejora la vida de más de 10 millones de personas, a través de los muchos beneficios que provee la electricidad.
