Customer Experience Projects Coordinator – Strategic Communications

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🕒 July 17

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Unimed Nacional

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

🏥 Healthcare

⚕️ Healthcare Insurance

🤝 Non-profit

Healthcare • Healthcare Insurance • Non-profit

Unimed Nacional is an organization that provides various healthcare services and benefits for its members, aiming to enhance access to medical care in Brazil. It operates within a network of healthcare professionals and facilities to offer comprehensive health solutions to individuals and families.

📋 Description

• Lead strategic CX projects, ensuring alignment between customer needs and business objectives. • Act as a champion of customer-centric culture, promoting initiatives that strengthen the experience across the entire value chain. • Drive digital transformation projects focused on the evolution of relationship channels, such as mobile apps, portals, WhatsApp, IVRs and other digital channels. • Work collaboratively with business, technology, operations, product and customer service teams, ensuring an end-to-end view of customer journeys. • Map improvement opportunities, identify bottlenecks and propose innovative solutions based on data and customer insights. • Manage timelines, risks, dependencies and KPIs for the projects under your responsibility. • Lead governance processes and executive reviews, supporting leadership decision-making. • Lead and develop multidisciplinary teams, fostering a collaborative and results-oriented environment. • Structure and lead the communication strategy for customers, beneficiaries and patients, ensuring an integrated and experience-driven approach.

🎯 Requirements

• Proven experience in managing and running strategic projects. • Experience in Customer Experience, Customer Service or Customer Relations areas. • Experience defining and implementing customer communication strategies and communication journeys (communication cadences). • Knowledge and application of agile and related methodologies, including their main ceremonies and frameworks. • Analytical mindset, with the ability to interpret data and set priorities. • Strong sense of urgency and ability to operate in complex and dynamic environments. • Experience managing and developing high-performance teams. • Proficiency in preparing executive materials and strategic presentations.

🏖️ Benefits

• Working hours: Monday to Friday, 9:00 AM to 6:00 PM • Work model: Hybrid • Inclusion of People with Disabilities (PwD)