Experteer Overview
Todas las habilidades, cualificaciones y experiencia relevantes que necesitará un candidato seleccionado se enumeran en la siguiente descripción.
In questa role, you will shape the end-to-end customer experience for a leading travel subscription group, guiding journeys with both AI and human support. You will partner with cross-functional teams to embed CX thinking early in projects and elevate interaction quality across all touchpoints. You’ll lead hybrid intelligence training to balance world-class service with cost efficiency, and steward our online reputation to amplify the brand voice. This is a strategic, data-driven leadership role that drives transformation through measurement, experimentation, and scalable practices. Join a high-growth, innovative environment where your vision shapes how millions of customers travel with us.
Compensaciones / Beneficios
• Journey Mastery: own and optimize end-to-end offline and digital customer journeys using AI and human support, ensuring intuitive, frictionless interactions
• Hybrid Intelligence Training: lead training strategy for both agents and voice AI to maximize support quality and retention while controlling costs
• Reputation Advocacy: oversee global online reputation management and ensure contact centers reinforce the brand voice
• Quality Innovation: define and scale methods to evaluate interactions using CSAT, DSAT, and FCR to improve efficiency
• Insight-Driven Transformation: leverage quality data to redesign journeys and drive broader organizational improvements
Responsabilidades
• Extensive CX support environment experience with xpzdshu measurable results
• Proven leadership of a CX support center and cross-functional collaboration
• Growth mindset and ability to rapidly learn and apply new concepts
• Experience transforming teams and driving automation of repetitive tasks
• Experience working with AI systems
Requisitos principales
• Prime Plus membership
• competitive salary and benefits package
• flexible benefits
• performance-based bonuses
• relocation support
• equipment lifecycle program