Training and Service Experience Leader

Description

Position Summary: We are seeking a Training and Service Experience Leader to strengthen the service culture, customer care, and commercial focus, driving institutional experiences. Key Highlights: 1. Strengthen the service and customer care culture. 2. Design and implement commercial training and enablement programs. 3. Promote a culture focused on attention to detail and professionalism. **Join Universidad Cuauhtémoc Querétaro Campus!** We are looking to integrate a **Training and Service Experience Leader** into our team, responsible for strengthening the **service culture**, **customer care**, and **commercial focus**, while driving institutional experiences aligned with our values and excellence standards. ### **Required Profile:** ✅ Bachelor’s degree in **Psychology, Pedagogy, Business Administration, Communication, Marketing**, or related field. A master’s degree or certifications are desirable, such as: * Internal Instructor / **DC\-5 STPS** * **CONOCER** Competency Standards Minimum **3 years** of experience in: * Training focused on **service, customer care, and user experience.** * Group facilitation, presentations, and learning activities. * Development of training materials, manuals, and resources. * Key skills: Effective communication, service orientation, leadership, autonomy. ### **Technical Knowledge:** * Intermediate proficiency in **Microsoft Office.** * Proficiency in videoconferencing and virtual training platforms. * Management of forms and **digital evaluation tools.** * Handling of metrics (**NPS, onboarding**, among others). * Practical training techniques and **role play.** ### **Main Responsibilities:** * **Design and implement** commercial training and enablement programs for new hires and active staff. * **Design** learning materials, tools, and experiences oriented toward practical staff development. * **Evaluate** the level of enablement and effectiveness of training programs using metrics and operational follow-up. * **Collaborate cross-functionally** with academic, administrative, and commercial departments to identify opportunities for improvement in service and experience processes. * **Facilitate training** and operational support processes in service and customer care areas, promoting best practices in communication, follow-up, and user orientation. * **Promote** a culture centered on attention, closeness, and institutional professionalism, reinforcing perceptions of quality and trust in the University. * + **Strengthen the institutional service experience** through standards, methodologies, and service practices aligned with organizational culture. ### **✨ We Offer:** * Competitive salary and weekly payment. * Statutory benefits and above-standard benefits. * Opportunity to join a solid and growing educational institution. * Collaborative environment focused on continuous improvement. * Scholarships and discounts on university services and partner-company offerings. **Join the team that drives service culture, excellence in customer care, and enhancement of the institutional experience at the University.** **Apply by submitting your updated CV.**