Omnichannel Experience Design Leader

Reports to:Customer Experience and Direct to Consumer Business ManagerJob Overview:Lead and manage the design, development and continuous improvement of processes and digital solutions to enable a best-in-class customer experience through an online - offline omnichannel business model leading to increase customer retention and sales conversion for the different B2C and B2B customers we serve in Mexico and LATAM.Service ecosystem scope must include Clarios Brands Service Network, Digital Platforms, Customer Service and Call-Centers, Clarios’ and third-party marketplaces, customer and service providers portals and solutions.This role is responsible for developing the capabilities to design processes and solutions with a focus on the customer within the Aftermarket organization by leveraging methodologies such as Design Thinking, Customer Journey mapping, among others. Should lead multidisciplinary teams to embrace those methodologies for solving pain points by prioritizing customer needs above all else.**Duties**:- Design an ecosystem of solutions that strengthen our service model; by designing exceptional experiences following the voice of customer to ensure meeting their needs- Associate with the CX team and multidisciplinary areas within the global organization to create, update and follow-up our CX roadmap- Work side-by-side with IT and service providers to ensure we move forward with our strategic roadmap; as well with UX designers and/or creative agents to enhance customer experiences and overall CX strategy- Responsible for identifying emerging trends and opportunities that improve customer experience, adding value to customers and generating new revenue streams- Measure, analyze and report customer satisfaction (NPS), customer effort scores (CES) and keep up to date CX KPIs of the different customer journeys and digital products and the ecosystem that they comprise- Review business and IT solution proposals, define requirements and make recommendations as needed- Provide thought direction to multidisciplinary teams to design and develop digital products, process improvement or new business models- Support business teams in the definition of processes, rules, and policies according to business objectives and best-in-class practices- Active collaboration with global cross-functional teams to develop our global CX program in the region, maintaining our leadership position- Ensure the correct construction and maintenance of databases for customers, consumers, and service providers; assuring they comply with corporate data privacy principles.Qualifications and desired experiences:- Bachelor’s or Engineering Graduate (Master ‘s is a plus)- Design thinking and Customer Journey mapping practitioner (certified desired)- +7 years of experience, with at least 5 years developing customer centric technology-based initiatives: Omnichannel, O2O, customer experience, business transformation, etc.- Deep understanding of omnichannel customer journey mapping, customer insights, analytics, CX benchmarking across industries to craft and deliver outstanding experiences across the multiple touchpoints we interact with our different types of customers- Proven ability to develop and implement strategies- Proven ability to work with cross-functional teams and identify ways to drive and improve the business- Experience developing roadmaps and business cases- Strong communication skills; must be fluent in English & Spanish (spoken and written)- Microsoft Office proficiency- Proven knowledge of performance evaluation metrics in a business setting- Desired Skills: Systemic Thinker, Service Attitude, out of the box thinker who is intellectually curious, a team player, a person with a lot of drive, with a strong work ethic and motivated to work on a great challengeAbout Clarios:Clarios is the global leader in advanced, low-voltage battery technologies for mobility. We power progress through ever-smarter solutions for virtually every kind of vehicle. With 16,000 employees in over 140 countries, we bring deep expertise to our Aftermarket and OEM partners, and reliability, safety and comfort to everyday lives. We answer to the planet with a rigorous ESG focus - advancing best-in-class sustainability practices and advocating for them across our industry. We recover, recycle and reuse up to 99% of our battery materials. Clarios is a Brookfield portfolio company.

Creado: Jue, 01 de Ene de 1970