GBS User Experience Manager

TASKS AND RESPONSIBILITIES Own and evolve the UX strategy to align with organizational objectives, positioning experience (Employee, User and Service Experience) as a structural lever for operational success. Drive and ensure consistent, high‑quality user and service experience across functions and become an end-to-end expert for UX processes and methodologies. Drive and run the Stakeholder and UX Surveys and UX maturity assessment, within organization and translate the insights into clear improvement roadmap. Play an active role in strategic cross‑functional UX initiatives, driving user and customer centricity by orchestrating and synthesizing qualitative and quantitative UX research to identify user needs, pain points, and experience gaps across end‑to‑end services. Enable and coach UX managers/designers and drive a strong UX community of practice with the objective of scaling UX initiatives across the org, and reuse of UX assets. Leverage external market insights, peer/industry benchmarking, establish and moderate cross‑industry roundtables to identify disruptive practices and translate them into concrete enhancements. Develop and implement metrics to measure the impact of UX initiatives on business outcomes. This includes tracking user satisfaction, operational performance, and financial metrics to ensure that experience improvements translate into tangible business value. Who You Are University degree in business administration or equivalent practical experience. Proven experience in UX or customer service environment as UX manager or UX designer. Deep understanding of UX principles, design thinking, methodologies, and tools with a demonstrated ability to stay at the forefront of industry trends, emerging research, and best practices. Strong facilitation and workshop design skills, with the ability to plan, lead, and moderate interactive workshops with UX communities and diverse stakeholders to drive alignment, insight generation, and co‑creation. Strong stakeholder management, presentation and communication skills, complemented by high emotional intelligence. Strong disruptive and innovative mindset, with the ability to challenge and influence existing service and process. Data Insights/Data Analytics skills, good digital acumen (e.g. Power BI) and advanced Microsoft Office (e.g. Excel, Word, Power Point). Advanced English level. Application Period: 05/18/2026 - 06/01/2026 Reference Code: 870950 Division: Enabling Functions Location: Costa Rica : Heredia : Heredia || Brazil : São Paulo : São José dos Campos Functional Area: General Management & Business Consulting Work Time: Full Time Employment Type: Regular Contact Us Address Heredia, Costa Rica

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