What's the role :
This position will be responsible for developing the CX strategy by designing an end-to-end journey of service, generating the business understanding of our current CX to develop a data-driven process to transform the digital customer journey across all operations.
What you'll do :
Shape the Digital Customer Journey roadmap for a cross-functional development.
Design and lead the user-centered design process, working closely with UX / UI, Research, Technology, Local Teams, and Product Owners from the Journey conception, design, and development phases.
Planning and executing customer insight research, including primary and secondary research, persona development, and proposing an ad-hoc methodology to develop CX Mapping workshops.
Map the current Customer Journey across all markets.
Design digital end-to-end customer journeys for products and services in an Agile environment, using available resources to prototype services and validate ideas.
Develop and document a profound understanding of the similarities and differences of each operation’s journeys.
Provide clear Customer Journey strategic data-driven direction focus on Digital.
Align the customer journey strategy across all operations to maximize impact on our customers.
Deliver insight-based clear guidelines to design the future state digital customer journeys for all LLA operations.
Develop best practices analysis, competitor benchmarks, and CX maturity models within the organization.
Interact with product, operation, and client teams to gather data and align their needs.
Identify pain points across the Customer Journey.
Ensure business objectives are in place around any iteration of the customer journey.
Creates service blueprints of the future state Digital Customer Journey.
Planning and executing workshops through the region, as well as remotely.
Knowledge and Experience :
2-3 years working in consultancy and experience with CX, Service Design, or related.
Graduate-level (bachelor or higher) degree in Business, Economics, Marketing, Design or other related fields.
English level B1+
Specific Knowledge & Experience :
Customer empathy to translate user feedback into actions and impacts
A balanced focus on business results with consumer desirability to drive teams toward creative and innovative solutions
Ability to work with an approach of Design Thinking, Design Driven and Customer-Centric
Leadership to motivate teammates to build fantastic customer experience.
Strong analytical thinking skills and ability to influence others.
Knowledge of leveraging data to make business cases
Deep understanding and experience of service industries organizations
Experience and ability to drive change through influence
Strong written and verbal communication skills, ability to form strong business relationships across all functions
Firm Grasp of Digital ways of working and the Digitalization Opportunities
Timeliness in all actions with quality consciousness towards services received and provided
Effectively gathers information, structures clear reasons for decisions, and leads debate where required
Works collaboratively with stakeholders and team members to deliver the best results for the customer and to remove barriers to execution
Demonstrates the importance of data-driven analysis and the ability to articulate in a meaningful way for the team
Skills & Abilities :
Innovates with a customer focus.
Planning and executing collaborative workshops.
Entrepreneurial Drive for Results.
Works across our matrix / footprint to achieve the best outcome for the business, our customers, employees, and shareholders.
Multi-industry knowledge with an ability to leverage knowledge from other industries such as Banking to innovate on LLA’s digital approach.
Knowledge of telecommunications, ISP & Broadcast industry is a plus.
Ability to lead at scale across multiple priorities, continually innovating and creating new opportunities to deliver greater efficiency.
Required critical competencies and behaviors :
Accountable for the delivery of customer journeys.
Accountable for managing key Stakeholder expectations and communications.
Accountable for ensuring that critical business relationships are identified, developed, and regularly maintained proactively to support business performance and communications.
Strong interpersonal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touchpoint.
Accountable for ensuring their performance and habitually reviews working practices and performance intending to improve processes, procedures, and general levels of service, ultimately engendering a continuous improvement culture resulting in enhanced customer experience.
Ensure the production, measurement, and achievement of meaningful key performance indicators to drive performance across their squad.
Accountable for ensuring that the required Status reporting is provided to the timetable and timescales required.
Displays Energy and passion for achieving and exceeding stretching objectives, often delivering within tight.
Displays a highly collaborative and constructive approach to solving problems cross-functionality.
Displays Strong relationship-building, collaboration, and influencing skills.
Displays High personal integrity and strong leadership qualities.
Displays Flexibility in approach to work and ability to perform under pressure.
Able to dynamically respond to both strategic and tactical operational management requirements.
Commercial awareness of the external environment and the ability to think outside the box .
Displays high levels of self-awareness and emotional intelligence in all situations.
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica.
We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.
Why join us
Technology excites us enables us and drives us. We re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers lives with technology so that they can connect, work, live and play without missing beat.
Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy / childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and / or local laws.