Customer Experience Specialist

Responsibilities

• Design, implement, and evolve the customer experience through value propositions based on customer insights.
• Listen to and analyze the voice of the customer by managing NPS, surveys, and continuous feedback loops.
• Translate customer insights into actionable business initiatives to improve satisfaction and sales.
• Lead customer experience (CX) improvement projects and process re-engineering.
• Manage the "inner loop" to ensure timely resolution of customer incidents and critical alerts.
• Align internal commercial, logistics, and operational teams to ensure a consistent customer journey.
• Map and optimize the customer journey by developing persona profiles and journey maps to reduce friction.

Requirements

• 3+ years of experience in customer management, metric analysis, and process improvement.
• Proven experience in executing transversal projects focused on optimizing customer experience.
• Advanced Excel skills (reports, formulas, pivot tables, databases, and Macros/Automation).
• Proficiency in Google Suite (Drive, Sheets, Forms, Docs, AppSheet, Data Studio).
• Bachelor's degree in Administration, Marketing, Industrial Engineering, Systems Engineering, or related fields.
• Availability to travel.

Preferred Qualifications

• Strong analytical and strategic thinking skills.
• Experience in Customer Experience (CX) design and project management.
• Effective communication and ability to work across different departments.
• Problem-solving skills and a strong result-oriented mindset.

About the Company

Holcim is a leader in sustainable construction, developing high-value materials and solutions for the construction sector. With a presence in 44 markets and over 45,000 employees, we work to build progress for people and the planet through premium brands like ECOPlanet, ECOPact, and ECOCycle®.