Líder de Experiencia del Cliente y Gestión del Cambio

About the role

The organization seeks a senior leader to drive customer experience, change management and innovation within its banking operations in Santa Cruz de la Sierra. The role will guide agile initiatives, strategic projects and continuous improvement programs to enhance client satisfaction and operational efficiency.

Key responsibilities

• Translate and communicate business strategic objectives, aligning them with transformation, customer experience and change initiatives.
• Plan, coordinate and monitor strategic projects using agile frameworks such as Scrum or Kanban.
• Implement governance mechanisms to track progress, risks, dependencies and results across teams.
• Facilitate cross‑functional coordination, identifying obstacles and opportunities for improvement.
• Promote change‑management practices to ensure effective adoption of new processes and tools.
• Manage and evolve the customer experience measurement model, including NPS and active listening mechanisms.
• Foster a customer‑centric culture through data analysis, feedback loops and satisfaction metrics.
• Collaborate with business leaders and operational teams to deliver tangible value for customers and employees.

Required profile

• Bachelor’s degree in Business Administration, Commercial Engineering, Industrial Engineering or related fields.
• Master’s degree or diplomas in Project Management, Organizational Transformation, Innovation or similar (preferred).
• Minimum 4 years of experience leading teams, programs or strategic projects in financial institutions or medium‑large enterprises.
• Proven expertise in agile methodologies (Scrum, Kanban or equivalents).
• Experience with customer‑experience tools, change‑management techniques and continuous‑improvement practices.
• Track record of managing performance indicators, portfolio management and transformation initiatives.

Required skills

• Scrum
• Kanban
• Agile methodologies
• Net Promoter Score (NPS) management