Gerente de Performance, MIS & Customer Insights (Customer Experience)
Core
Transform operational data, business metrics, and customer feedback into actionable insights to drive strategic decisions and continuous improvement of the customer experience.
Role type
Senior Customer Experience Performance & Insights Manager
Builds
Integrated performance dashboards, customer journey insights, and strategic action plans
Domain
Financial services / Customer Experience Analytics
Deliverable
dashboards & analysis
Required skills
Customer Experience strategy, Performance management, Business Analytics, Voice of Customer (VoC), Data governance, Stakeholder management, Strategic planning, Process improvement, Data visualization, Team leadership
Preferred skills
Power BI, Lean, Six Sigma, CRM, AI for data/CX, Research platforms
Technologies
Power BI, CRM, Research platforms
Responsibilities
Lead Performance, MIS, Business Analytics, and Customer Insights teams; Define and evolve Customer Experience KPI strategy; Ensure data governance and quality; Structure executive dashboards; Monitor operational and customer experience metrics (SLA, CSAT, NPS, etc.); Lead VoC strategy and consolidate feedback; Develop predictive models and risk analyses; Translate complex data into executive narratives; Partner with Operations, WFM, Commercial, and other business units; Support contract renewals and RFPs with performance analysis; Lead transformation and automation initiatives; Develop and engage the team.
Seniority
Senior, hands-on IC with leadership responsibilities
