Customer Experience Coordinator
GOL Linhas Aéreas
full-time
Posted on:
Location Type: Hybrid
Location: Barueri • Brazil
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About the role
- Manage the Active Listening (VoC) program and the structured feedback cycle;
- Monitor and advance key satisfaction metrics (NPS, CSAT, CES);
- Identify root causes of detractors and report insights;
- Ensure continuous operation of listening channels;
- Align experience standards with partner teams;
- Orchestrate the Active Listening program;
- Structure and maintain the feedback → analysis → action cycle;
- Map and monitor critical customer journeys;
- Diagnose root causes of major detractors;
- Disseminate monthly strategic insights.
Requirements
- Bachelor’s degree or higher;
- Strategic vision with strong customer focus;
- Data-driven mindset;
- Creative problem-solving skills;
- Excellent communication and cross-functional negotiation skills;
- Adaptability and agility;
- Deep understanding of consumers and market trends;
- External networking and influencing skills;
- Proficiency in experimentation methods and modeling.
Benefits
- Health insurance;
- Dental insurance;
- Group life insurance;
- Meal allowance (Vale-refeição);
- Food/grocery allowance (Vale-alimentação);
- Transport allowance (Vale-transporte);
- Gympass or Totalpass (corporate fitness benefits);
- Partnership club with hundreds of affiliated companies (employee discounts);
- Birthday day off;
- Profit-sharing (PLR).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Active ListeningNPSCSATCESdata analysiscustomer journey mappingfeedback analysisexperimentation methodsmodeling
Soft Skills
strategic visioncustomer focusdata-driven mindsetcreative problem-solvingcommunication skillscross-functional negotiationadaptabilityagilityexternal networkinginfluencing skills
Certifications
Bachelor’s degree