Customer Experience Senior Specialist

In the Story of Snappfood, we believe in creating value that goes beyond the ordinary. We are wiling to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

The Customer Experience (CX) Senior Specialist plays a key role in shaping and enhancing the overall customer journey. By combining strong business analysis skills with operational execution, this role ensures that customer insights are translated into impactful initiatives that improve satisfaction, loyalty, and business outcomes. The position acts as a bridge between strategy and execution, fostering cross-functional collaboration to embed customer-centricity across the organization.

Responsibilities:

• Conduct in-depth analysis of customer data (qualitative and quantitative) to uncover trends, pain points, and improvement opportunities.
• Design, optimize, and document customer journeys and touchpoints aligned with business objectives.
• Lead and manage CX improvement projects end-to-end, ensuring timely execution, tracking, and measurable outcomes.
• Collaborate with cross-functional teams (Product, Marketing, Operations, Support, etc.) to align efforts and deliver seamless customer experiences.
• Develop and maintain CX dashboards, reports, and insights to support senior management decision-making.
• Act as a facilitator to drive accountability across departments on CX initiatives and deliverables.
• Monitor industry best practices, market trends, and competitor benchmarks, translating insights into actionable recommendations.
• Ensure proper follow-up and governance of CX actions until tangible results are realized.

Requirements:

• Bachelor’s degree in Business Administration, Industrial Engineering, Marketing, or related field.
• Master’s degree (MBA or equivalent) is an advantage.
• 4–5 years of proven experience in Customer Experience, Business Analysis, or related roles.
• Demonstrated success in leading and executing CX improvement projects.
• Experience working in cross-functional environments with exposure to customer-facing and operational teams.

Benefits:

• Vouchers for vacation, Gym, Therapy Sessions
• Complementary Insurance
• Educational platform of advanced courses
• Snappfood's Discount codes
• Loans