Intelligence Coordinator

The Intelligence Coordinator is responsible for leading and coordinating the transformation of complex data from multiple customer service channels into actionable strategic intelligence. Its mission is to elevate business insights and ensure operational excellence through centralized, standardized, and intelligent analysis of databases related to consumer experience, driving end-to-end BI projects and solutions.

Liderazgo e innovación en BI

• Drive innovation and transformation projects based on data, from problem definition to the implementation of BI solutions and impact measurement.
  

Gestión de datos y homologación (end-to-end)

• Coordinate the integration, cleaning, and structuring of information from various customer service sources (contact centers, digital platforms, ticket bases, NPS, etc.) to ensure consistency and operational traceability.
  

Estandarización, KPIs y reporting

• Coordinate the production and continuous improvement of recurring reports (operational and executive).
• Define and evolve measurement frameworks, scoring, and KPIs, ensuring alignment with business objectives and operational needs.
  

Monitoreo de canales y temas clave

• Identify opportunities and threats for the business, managing alerts and crises through monitoring, impact measurement, and articulation with key teams.
  

Análisis estratégico e insights accionables

• Conduct and coordinate advanced quantitative and qualitative analyses to detect patterns, opportunities for improvement, and operational risks.
• Translate complex findings into deep business insights and actionable recommendations, with clear guidance for operation, customer experience, and business.

Comunicación, coordinación y documentación

• Prepare and lead the presentation of executive reports, data narratives, and analytical materials to internal and external stakeholders.
• Facilitate data reading spaces (rituals, committees, review sessions) ensuring alignment, understanding, and evidence-based decision-making.