Senior Associate Customer Experience & Insights

Senior Associate Customer Experience & Insights (Bogotá)

This role elevates customer satisfaction, strengthens loyalty, and improves overall service quality by optimizing both customer‑facing and internal operations. The incumbent serves as a subject matter expert in Order‑to‑Cash (OTC), customer insights, and digital tools to identify improvement opportunities, enhance service interactions, and enable cross‑functional collaboration.

Key Responsibilities

Customer Insight & Experience Management

• Build and maintain strong customer relationships to proactively understand evolving needs and expectations.
• Continuously supervise customer sentiment across channels to identify patterns, difficulties, and opportunities for service enhancement.
• Develop and manage feedback listening posts across the customer journey to gather actionable insights.
• Handle escalated inquiries through phone, email, and digital chann...