Grupo HDI

Customer Experience Manager

Grupo HDI

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Tech Stack

Tableau

About the role

  • Will lead the design and redesign of end-to-end customer and broker journeys (from awareness to post-sale), mapping pain points, expectations and opportunities for simplification.
  • Responsible for prioritizing and maintaining the CX roadmap, aligned with company strategy and area OKRs, ensuring measurable impact on NPS and CSAT.
  • Will perform quantitative and qualitative data analyses (transactional and relational NPS, VoC, VoB, complaints, ombudsman, customer service/SAC, surveys, product and channel analytics) to support decisions and prioritization.
  • Will coordinate and align initiatives with Commercial, Product, Support, IT/Digital and Operations, ensuring end-to-end delivery and elimination of rework/friction.
  • Will lead the implementation of process and channel improvements (website, app, broker portal, chat/WhatsApp, email, call center), ensuring omnichannel consistency.
  • Will monitor and be responsible for the executive presentation of experience metrics, insight storytelling and actionable recommendations for committees and the board.
  • Will participate in change management (communication, training, field and partner materials), ensuring adoption of the new journeys by internal teams and brokers.
  • Will foster a customer-centric culture, scaling CX practices, upskilling teams and strengthening rituals of active listening and continuous improvement.

Requirements

  • Solid experience in Customer Experience (CX), Service Design or Journey Management, working on mapping, diagnostics and end-to-end process improvement.
  • Advanced skills in data analysis and interpreting experience metrics (NPS, CSAT, CES, churn), using tools such as Power BI, Looker, Tableau or internal analytics platforms.
  • Experience with service platforms or VoC tools such as Qualtrics, Zendesk, Salesforce, Medallia or equivalents.
  • Executive communication skills — translating data and journeys into clear, concise narratives for directors and partner areas.
  • Bachelor's degree in Business Administration, Engineering, Communication, Marketing or related fields.
  • Advanced/Fluent English.
  • Experience in the insurance market, particularly interacting with brokers, partners and B2B2C channels (plus).
  • Knowledge of omnichannel journey orchestration and flow automation (plus).
  • Prior experience with CX governance, experience acceptance criteria, standards and guidelines (plus).
Benefits
  • Medical insurance
  • Dental insurance
  • Transportation allowance or company shuttle
  • Meal and food allowance
  • Private pension plan
  • Profit-sharing (PLR)
  • Birthday day off
  • Discount on Grupo HDI products
  • Childcare or nanny subsidy
  • Life insurance
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer Experience (CX)Service DesignJourney ManagementData analysisNPSCSATCESChurnOmnichannel journey orchestrationCX governance
Soft Skills
Executive communicationCustomer-centric cultureActive listeningContinuous improvementChange management