Líder de Experiencia POSVENTA (Hibrido Medellín)(Obligatorio: Experiencia en Banca)
RemoteColombia
Job Summary
Diagnose end-to-end post-sales experience friction points across contact centers, digital channels, and backoffice using VoC, operational data, and root cause analysis. Design and execute quarterly improvement plans with quick wins and structural enhancements in process, policy, product, UX, and automation. Manage backlog and delivery by translating insights into actionable requirements, prioritizing by impact and effort, and tracking implementation. Optimize operations using Lean/Kaizen to reduce rework, response times, errors, and repeat contacts. Lead CX governance through weekly and monthly rituals for NPS, CSAT, CES, FCR, TAT, and churn metrics. Align internal stakeholders, remove blockers, and ensure regulatory and risk compliance without compromising customer experience. Define post-sales playbooks, quality guidelines, and frontline training programs.
Required Qualifications
- Experiencia en Banca
- 5+ años en roles de CX/Operaciones/Mejora continua/Producto de servicios, con foco en posventa (PQRS, reclamos, soporte, retención)
- experiencia previa en banco, neobanco, billetera digital, adquirencia, lending, tarjetas, pagos o plataformas transaccionales
- Pensamiento sistémico (proceso + datos + experiencia)
- Alta capacidad de ejecución y seguimiento (ownership)
- Comunicación efectiva y manejo de stakeholders complejos
- Orientación a resultados, priorización y toma de decisiones basada en datos
Desired Qualifications
- mentalidad fintech
- deseable SQL básico/intermedio
- Excel avanzado
- BI (Power BI/Tableau/Looker)
- herramientas de tickets/CRM (Zendesk, Salesforce, Genesys u otras)
- certificación" en Lean / Six Sigma, "Design Thinking (para discovery)
- Agile (para delivery)
- Lean / Six Sigma (para optimización)
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