Customer Experience Lead

What this job involvesLead the implementation and adaptation of Customer Experience strategies at the country level, enhancing the value of experience, events, and community for the company, aligned with regional objectives and local needs. This role serves as the primary ambassador experience in the country while fostering a user-centered culture throughout the local organization.Your day-to-day tasks will include: Adapt and implement the ExperienceX: Pulse Program at the country level, aligning local experience initiatives with regional and business objectives Implement and maintain consistent service standards across all country offices, adapting services to specific cultural needs while preserving the company essence. Lead local teams to achieve user experience objectives and implement technological solutions that enhance local user experience Develop and execute an event calendar that promotes companies culture and values while implementing initiatives that strengthen the local employee community Work closely with Senior Facilities Management to ensure installations support the experience strategy and collaborate on sustainability initiatives Maintain fluid communication with CX Lead Latam and regional teams, preparing and presenting local experience reports aligned with regional KPIs Efficiently manage assigned budgets for experience initiatives while identifying resource optimization opportunities and value generationRequired Qualifications: Bachelor's degree in Business Administration, Customer Experience Management, or related field Proven experience in leadership roles within Customer Experience or Facilities Management Demonstrated experience implementing regional-level experience programs Strong leadership, communication, and project management skills Fluency in Spanish and English Experience managing budgets and resources effectively Track record of successful cross-functional collaboration and team leadershipPreferred Qualifications: Knowledge of Portuguese language Experience in technology or e-commerce environments Background in event planning and community management Familiarity with sustainability initiatives and workplace efficiency programs Experience with data analysis and KPI reporting Understanding of Latin American cultural dynamics and business practices Previous experience with facilities management coordination