Eletromidia

Head of UX, CX

Eletromidia

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Lead

About the role

  • Here, you will:
  • L eadership & Strategy
  • Lead, develop and inspire the platform UX and CX team
  • Define the UX/CX vision, strategy and roadmap aligned with business objectives
  • Establish processes, rituals and UX/CX metrics
  • Be the main internal reference for user and customer experience
  • UX – User Experience
  • Ensure excellence in usability, information architecture and interaction design
  • Conduct and oversee user research, usability testing and continuous validation
  • Evolve critical flows such as onboarding, registration, purchase, payment, post-sale and support
  • Ensure visual and experience consistency across the platform (design system)
  • CX – Customer Experience
  • Map and evolve the end-to-end customer journey
  • Work with experience indicators such as NPS, CSAT, CES, churn and conversion
  • Collaborate with Support, Customer Service and Sales teams for continuous experience improvement
  • Ensure that customer feedback translates into real product improvements
  • Collaboration & Business
  • Work closely with Product, Technology, Data and Commercial teams
  • Help turn business objectives into simple and efficient experiences
  • Advocate for the user and customer in strategic platform decisions
  • Operate with a strong product, growth and conversion mindset.

Requirements

  • What we expect from you:
  • Solid experience as a Head, Lead or UX/CX Manager in digital products
  • Experience leading UX and/or CX teams
  • Strong background with digital products, platforms or marketplaces
  • Expertise in user research, usability testing and interaction design
  • Experience building and evolving customer journeys and design systems
  • Ability to work with experience and business metrics
  • Excellent communication and influencing skills
  • Strategic vision combined with strong execution ability
  • DIFFERENTIALS
  • The following are a plus:
  • Experience with SaaS platforms, e-commerce or marketplaces
  • Experience with B2B or SMB products
  • Experience with growth, CRO and conversion funnels
  • Knowledge of CRM and marketing automation (e.g., HubSpot)
  • Experience working with agile, cross-functional teams
  • Use of generative AI tools in daily work (ChatGPT, etc.)
Benefits
  • Health and dental insurance: greater care and well-being for your peace of mind
  • Life insurance: because the future deserves care too
  • Flexible card (Meal/Food): choose where to use it and enjoy every meal your way
  • Commuter allowance: guaranteed mobility for your trips to and from work
  • Annual profit-sharing (PLR): we hit goals together, we celebrate together
  • Total Pass: that extra push for practicing physical activities
  • Birthday day off: our gift for you to enjoy your day
  • Raffle of tickets for various experiences: culture, entertainment and leisure
  • Corporate university: here, learning never stops! Learn, grow and take on new challenges.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
user experiencecustomer experienceusability testinginteraction designuser researchdesign systemscustomer journey mappingexperience metricsgrowth mindsetconversion optimization
Soft skills
leadershipcommunicationinfluencingstrategic visionexecution abilitycollaborationinspirationadvocacy