Customer Experience Coordinator

GOL Linhas Aéreas

Coordenador de Customer Experience na GOL Linhas Aéreas com foco em métricas de satisfação e estratégias de melhoria. Garantindo uma experiência excepcional ao longo da jornada do cliente.

Posted 5/27/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Ensure an exceptional and consistent experience throughout the customer journey;
Monitor key satisfaction metrics (NPS, CSAT, CES);
Identify root causes of detractors and report strategic insights monthly;
Align experience standards with partner areas;
Manage related vendors;
Coordinate the Customer Feedback cycle;
Monitor experience indicators;
Map, analyze and optimize customer journeys;
Consolidate strategic insights and recommendations;
Lead continuous improvement initiatives;
Work cross-functionally with internal teams and external partners;
Identify opportunities to evolve processes, policies and channels;
Prepare executive reports, dashboards and management analyses;
Promote a customer-centric culture;

Requirements

What you’ll need

Bachelor’s degree in Engineering, Business Administration, Marketing, or Communications;
English and Spanish: Advanced;
Strategic vision and customer orientation;
Data-driven mindset and strong analytical skills;
Critical thinking and problem-solving abilities;
Cross-functional communication and influencing skills;
Results-oriented with strong execution focus.

Benefits

Comp & perks

Health insurance;
Dental insurance;
Group life insurance;
Meal allowance (Vale-refeição);
Food allowance (Vale-alimentação);
Transportation allowance (Vale-transporte);
Wellhub or Totalpass;
Partnership club with hundreds of affiliated companies;
Birthday day off;
Profit sharing (PLR).

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscustomer journey mappingexperience optimizationNPSCSATCESexecutive reportingdashboard creationstrategic insights consolidationcontinuous improvement

Soft Skills

customer orientationstrategic visionanalytical skillscritical thinkingproblem-solvingcross-functional communicationinfluencing skillsresults-orientedexecution focus

Certifications

Bachelor’s degree in EngineeringBachelor’s degree in Business AdministrationBachelor’s degree in MarketingBachelor’s degree in Communications