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Customer Experience Senior Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

Set up a holistic model to run and operate BGLA as an efficient CX organization across all different business units. Manage an end to end NPS model including closing the loop. Create a Voice of the Customer Unit with stakeholders from all areas of the organisation. Nurture and promote awareness across executive leadership team to ensure strategy is cascade across the organization among all levels. Create a culture of Customer Centricity.

Specifically, the Customer Experience Senior Manager measures, evaluates and monitors customer interactions to understand customer’s journey and experience. Administers customer satisfaction surveys (NPS) and manages complaints ensuring timely resolution.

Investigates root cause of problems and analyses trends in order to improve processes, identify training needs and actions needed to prevent same issues in the future. Provides reports and feedback to key stakeholders.

Manages relationships with key Business Partners to ensure expectations and agreements are meet and to facilitate operational support. Coordinates with other areas to resolve issues, concerns or complaints. Implements new processes and monitors fulfilment of stablished agreements.

Role Responsibility

  • Ownership of Bupa Global Latin America’s Customer Experience Targets and delivery of the Customer Experience Framework Plan.
  • Manages day to day customer experience for members, agents and partners
  • Manages the close the loop by defining process strategy, supporting/training close the loop customer service representative, creating relevant reports and defining follow up actions to ensure issue resolution.
  • Uses feedback to identify need of process changes, trainings and other issues.
  • Generates reports from NPS and Complaints, as well as different tools to review and measure customer experience.
  • Manage all feedback from NPS survey, including monitoring Dashboard results, administer existing and new surveys and manage the Customer Experience Review Meeting.
  • Analysing the data, identifies opportunities for improvement within the customer service team or other areas, as related to customer satisfaction and follows up on its application.
  • Create and manage processes to encourage and enable the whole organisation to listen, learn and act upon customer feedback. Administers monthly complaints reports, including production of the reports, root cause analysis and coordination of actions identified to promote change for improvement.
  • Uses feedback to identify need of process changes, trainings and other issues.
  • Provides feedback and opportunities for improvement within the customer service team or other areas, as related to customer satisfaction.
  • Update existing and document new customer journeys.
  • Design new surveys to measure additional areas of the customer Journey (micro-moments).
  • Implement strategies to increase survey response rates
  • Represents the business unit in Global CX forums.
  • Is the key liaison with central and business unit CX leads.  
  • Participates in projects related to the department function.
  • Performs other related tasks as assigned.
  • May require travel for presentations, trainings and meetings.

The Ideal Candidate

  • 4-year college degree preferred and significant related experience.
  • 5+ yrs of experience in CX, including strategy development, roll out, implementation and monitor program effectiveness.
  • Previous experience implementing and managing CX platforms such as Confirm It and Medallia is a must.
  • Previous insurance industry experience 1+ year preferred.
  • Bilingual English and Spanish read and write with excellent communication skills in both languages.  Portuguese a plus.
  • Knowledge of telephony systems, quality assurance and call center metrics.
  • Basic knowledge of commonly-used concepts, practices, and procedures within the insurance industry.
  • Intermediate to advanced knowledge of MS Office software; Outlook, Word, Power Point and Excel.


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