Jefe de Diseño de Experiencia Cliente

Responsibilities

• Lead the definition, design, and evolution of comprehensive customer-centric experiences aligned with business strategy and loyalty objectives.
• Direct multidisciplinary design teams including UX, Service Design, and Research.
• Drive a consistent omnichannel vision and ensure customer insights are integrated into strategic decision-making.
• Collaborate with commercial, operations, technology, and service channels to co-create solutions that optimize critical customer journeys.
• Improve key experience indicators such as NPS, CES, and CSAT to drive digital transformation and customer loyalty.

Requirements

• Expertise in journey orchestration and omnichannel ecosystems.
• Proficiency in service design end-to-end and real blueprinting.
• Strong background in strategic research and Discovery + Delivery integration.
• Experience managing end-to-end digital products and UX/Product metrics.
• Ability to work closely with Tech and Data teams.
• Knowledge of Design Ops (basic or advanced).

Preferred Qualifications

• Experience in high-complexity industries such as telecommunications, banking, or retail.
• Proven track record of leading team reorganization and integration processes.
• Experience reporting to C-Level executives.
• Experience working in regional LatAm corporate environments.
• Familiarity with Center of Excellence (CoE), chapters, or matrix organizational structures.

About the Company

Telefónica is a global leader in the telecommunications sector, dedicated to driving digital transformation and delivering exceptional connectivity and customer experiences across the world.