Coordenação de Experiência e Engajamento de Alunos

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Coordenação de Experiência e Engajamento de Alunos based in Brazil.** This is an opportunity to lead the strategy and execution of student experience across a diverse portfolio of education products. You will manage a team focused on creating engaging, seamless, and memorable experiences throughout the student journey. The role combines people leadership, customer experience, project management, communication, and data-driven decision-making. You will act as a key connection between students and internal teams, translating feedback into meaningful improvements. Success will be measured through indicators such as satisfaction, engagement, class participation, and repurchase. You will have significant influence on initiatives designed to strengthen loyalty, engagement, and customer lifetime value. The environment is collaborative, dynamic, and focused on innovation, learning, and continuous improvement. ### Accountabilities - Lead the student experience team strategically, prioritizing high performance, strong delivery, team development, and alignment with organizational culture. - Ensure a consistently positive and memorable student experience throughout the journey across B2C products, including undergraduate programs, postgraduate programs, MBAs, professional certifications, recorded courses, and events. - Act as a bridge between students and internal teams such as Product, Marketing, and Sales, gathering feedback and identifying opportunities for improvement. - Map the student journey and develop strategies to improve the experience at every stage of the relationship with the product. - Review and approve communication journeys and engagement campaigns, ensuring they are aligned with each stage of the student journey, the appropriate tone of voice, and business objectives. - Monitor experience and engagement indicators such as satisfaction, class participation, retention, and repurchase, using tools including satisfaction surveys, NPS, and data analysis. - Propose and implement initiatives to optimize the customer journey, strengthen engagement, and increase customer lifetime value through improvements to products, services, support, and communication. - Plan and execute student engagement and delight initiatives in collaboration with cross-functional teams. - Conduct research and interact directly with students to understand their expectations, needs, motivations, and preferences. ## Requirements - At least 1 year of experience in a leadership position, with demonstrated ability to guide teams and drive performance. - Experience in people management and project management, including prioritization, execution, and stakeholder coordination. - Previous experience working with customer or student engagement journeys and developing initiatives to improve the overall experience. - Strong analytical mindset, with the ability to interpret experience and engagement indicators and translate insights into practical actions. - Excellent communication and collaboration skills, with the ability to work effectively across Product, Marketing, Sales, and other internal teams. - Strategic and customer-centric approach, combined with hands-on execution and a strong focus on continuous improvement. - Experience in the education sector is desirable. - Practical knowledge of SendFlow and ActiveCampaign is a plus. ## Benefits - Vale Refeição or Vale Alimentação. - Health insurance with coparticipation and the option to include dependents. - Dental insurance. - Life insurance. - Birthday Day Off. - Gympass. - Telemedicine services. - Pharmacy partnership and benefits through ECX. - SESC partnership. - Free access to Wise Up Online and Conquer Plus after 3 months of employment. - Access to postgraduate studies through Conquer after 18 months. - Opportunities and resources focused on professional development and continuous learning. - Remote work model.