Customer Experience Specialist (CX) (Colombia) Opportunity Details Full Time Customer Experience Specialist (CX) (Colombia) THE ROLE We are seeking a strategic and customer-centric Customer Experience Manager (CX) to architect and implement a seamless end-to-end journey for our clients across the manufacturing supply lifecycle. This role will be responsible for identifying customer touchpoints, mapping pain points, and leading initiatives that enhance satisfaction, retention, and the emotional impact of every interaction. The ideal candidate has experience designing and operationalizing customer experience strategies, particularly in B2B or supply chain environments. They are analytical yet empathetic — someone who understands both systems and human behavior. If you’ve successfully mapped customer journeys and brought them to life with processes that feel intuitive and rewarding to the end user, this is your next career move. Remote - Only hiring in Colombia ESSENTIAL FUNCTIONS 1. Customer Journey Design & Execution 2. Lead the end-to-end mapping of the customer journey, identifying key touchpoints across pre-sales, onboarding, fulfillment, delivery, and aftercare. 3. Design and implement systems and workflows that ensure consistency, reliability, and emotional resonance throughout the customer lifecycle. 4. Collaborate cross-functionally (sales, logistics, operations, customer support) to embed experience standards into all key processes. 5. Customer Insights & Continuous Improvement 6. Collect and analyze customer feedback, support tickets, and NPS data to identify trends and improvement areas. 7. Design voice-of-customer loops that ensure customer sentiments are integrated into strategic planning. 8. Create and manage a KPI dashboard for customer experience performance across metrics like satisfaction, retention, and resolution times. 9. Process Optimization 10. Identify friction points in internal operations that impact customer experience and drive improvement projects across departments. 11. Streamline communication handoffs between sales, production, and logistics to reduce confusion and delays for customers. 12. Implement automation tools (CRM, ticketing systems, order tracking) to enhance visibility and proactivity. 13. Team Enablement & Culture Building 14. Train internal teams on customer empathy, service best practices, and your designed journey standards. 15. Champion a customer-first mindset across departments through regular briefings and shared goals. 16. Act as the internal advocate for customer needs in leadership and operational discussions. QUALIFICATIONS - Bachelor’s degree in Business, Supply Chain, Marketing, or related field - 3–5 years of experience in Customer Experience, Customer Success, or Process Improvement (preferably in a manufacturing or B2B environment) - Demonstrated success in mapping and executing full customer journey strategies - Strong understanding of customer lifecycle touchpoints, operational workflows, and emotional design - Proficiency in CRM tools (e.g., HubSpot, Salesforce) and data visualization platforms (e.g., Power BI, Looker) - Exceptional communication and stakeholder management skills - Experience working across departments to build scalable systems that enhance customer experience - Ability to work independently in a remote or hybrid environment - Deep alignment with values like Ownership Mentality #J-18808-Ljbffr