Costa Rica Job Openings
Millicom
EXPERIENCE & TRANSFORMATION ANALYST JR
San Jose
FULL TIME
September 5, 2024
Would you like to help us achieve our purpose of connecting more people, improve their lives and develop our communities? If so, Tigo is for you!
We believe in innovation, we adapt and are agents of change. Our customers are at the center of everything we do.
Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas.
This is your opportunity, come and be part of Sangre Tigo!
We believe in innovation, we adapt and are agents of change. Our customers are at the center of everything we do.
Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas.
This is your opportunity, come and be part of Sangre Tigo!
EXPERIENCE & TRANSFORMATION ANALYST JR
PRINCIPALES RESPONSABILIDADES / FUNCIONES
- Analizar e identificar oportunidades de mejora en las diferentes interacciones y journey del cliente con la compañía que permitan identificar puntos de dolor para transformar la experiencia de nuestros clientes en sus diferentes interacciones .
- Conectar las necesidades y puntos de dolor de los clientes con las diferentes fuentes de información ( redes sociales, estudios de mercado, benchmark existentes , cierre de círculo , indicadores operativos, financieros ,etc ) de manera que permita realizar un análisis causa raíz profundo de la situación.
- Identificar insights provenientes del análisis causa raíz y realizar las propuestas correspondientes de cambios , mejoras e iniciativas que tengan como resultado un impacto en la experiencia de clientes , indicadores operativos y financieros de la compañía.
- Liderar iniciativas aplicando metodologías de mejora continua , Customer Experience, entre otras, realizando la implementación de las acciones identificadas .
- Facilitar los informes analíticos que permitan la toma de decisiones, entregando información práctica y de fácil interpretación que ayude a los diferentes áreas de la organización accionar sobre las necesidades de los clientes y el negocio.
- Analizar el comportamiento de los diferentes puntos de contacto y journey del cliente para la adecuada definición de metas con los lideres de los diferentes puntos de contacto/ journey.
- Liderar de forma continua las sesiones de retroalimentación y seguimiento de la experiencia del cliente, puntos de enfoque, mejoras implementadas y resultados obtenidos con los diferentes áreas de la compañía .
- Gestionar con las diferentes áreas las acciones de mejora identificadas y realizar el seguimiento para su implementación , validación de resultados obtenidos, replanteamiento de las mismas y mejora constante .
- Administrar el sistema de medición de voz del cliente ( encuestas NPS ) y su correcto funcionamiento ( muestra , envíos efectivos, respuestas , la representatividad de la base, cambios , implementación de nuevas encuestas, resultados , etc )
- Implementar y ejecutar con frecuencia periódica, auditorías de canales monitoreando puntos críticos de dolor en el viaje del cliente para la compañía y con los principales competidores.
- Implementar los programas de educación y cultura de experiencia de clientes a todos los colaboradores que permitan seguir reforzando la estrategia de experiencia de clientes en toda la compañía.
- Integrar como parte del modelo de gestión de voz del cliente , las iniciativas mapeadas en la agenda CX y hoja de ruta país que impacten directamente la experiencia de clientes en las diferentes iniciativas.
We are a regional brand, with a presence in 15 countries in Latin America and Africa, in which we offer internet services, cable television, fixed telephony, among others.
At the Latin American level, Tigo operates in Costa Rica, Guatemala, El Salvador, Honduras, Nicaragua, Panama, Colombia, Bolivia and Paraguay.
Tigo has been present in Costa Rica since 1982 under the name Cable Color and it in 2012 we transformed into what is today our Tigo brand, and we became part of Millicom International S.A (MIC).
Our purpose is to build the digital networks that connect people, improve lives and develop communities. Through these digital networks we create connections that drive business success, open doors to knowledge and contribute to increasing productivity in the markets and communities where we operate. Always leading responsibly, fostering an environment in which our work team, clients and communities are our center The values that identify us and unite us as One Only Tigo are defined by our Sangre Tigo culture, which makes us feel proud of our company, its history and always leads us to act with integrity, making things happen the way correct and giving 1000% for our clients. Through all our actions we seek innovation, we work as a team and value our differences, creating an inclusive environment where Together We All Win.
We invite you to live our Tigo Blood as part of our Tigo Costa Rica team
Start now and find out about the job opportunities we have for you !!
Millicom | Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.
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