Customer Experience Expert (AI)

TL;DR

Customer Experience Expert (AI): Improving and delivering best-in-class customer experiences for employee benefits solutions with an accent on customer journey mapping, feedback management, and AI integration. Focus on enhancing agent skills, driving business results, and monitoring customer experience KPIs.

Location: Hybrid in Lima, Peru.

Company

hirify.global is a global product company operating in 31 countries, providing employee benefits and engagement solutions across various sectors like Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.

What you will do

• Guarantee delivery of best-in-class customer experience.
• Manage strong supporting processes to continuously improve agent soft and hard skills.
• Improve Customer Journeys in collaboration with Marketing, Digital, and IT teams.
• Monitor Customer Experience KPIs dashboard.

Requirements

• Proven experience of more than 3 years in building Customer Experience approaches in B2B or B2C service industries.
• Expertise in Customer Journey mapping and Feedback Management methodology.
• Awareness of Digital and Artificial Intelligence (chatbot, web platform, etc.).
• Ability to build and follow Customer Experience Dashboards.
• Strong knowledge of Customer Care supporting processes.
• English: B2 required.

Culture & Benefits

• A meaningful job making a real impact on millions of lives by building sustainable and personalized experiences.
• Be part of a multicultural team in a fast-paced, innovative environment that values respect, wellbeing, work-life balance, and new ideas.
• An empowering environment that embraces diversity and fosters an inclusive workplace with equal learning and growing opportunities.