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About the Role
Lead client experience strategy across digital and service touchpoints for a mental health center. Design client-centered strategies, map journeys, improve satisfaction and retention.
Key Skills for This Role
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Role Description
The Chief Experience Officer (CXO) at PsicoVida | Centro de Bienestar y Atención Psicológica is responsible for shaping and overseeing the overall experience of clients across all digital and service touchpoints in a full-time, remote capacity.
This role leads the design and implementation of client-centered strategies, ensuring that service delivery, communication, and digital interfaces consistently reflect PsicoVida’s values and quality standards.
The CXO collaborates with clinical, operations, and marketing teams to map client journeys, identify pain points, and coordinate initiatives that improve satisfaction, engagement, and retention.
Daily responsibilities include reviewing experience metrics and feedback, prioritizing experience-enhancement projects, aligning teams around experience goals, and maintaining clear, empathetic communication with internal and external stakeholders.
The CXO also represents PsicoVida in public-facing initiatives, helping to promote the organization’s mission and build strong community and partner relationships.
Qualifications
- Experience in customer experience and user experience (UX), with demonstrated ability to design and improve holistic client journeys.
- Strong strategic planning skills, including setting experience-focused objectives, defining KPIs, and guiding long-term initiatives.
- Proficiency in project management, with the ability to coordinate cross-functional teams, manage timelines, and deliver measurable outcomes.
- Public relations skills, including clear and inclusive communication, brand representation, and stakeholder relationship building.
- Proven leadership experience in a service-based or healthcare, wellness, or mental health environment is highly beneficial.
- Ability to work effectively in a fully remote setting, with strong self-management, collaboration, and digital communication skills.
- Analytical capabilities to interpret experience data, client feedback, and market trends to inform decision-making.
- Bachelor’s degree in Business, Psychology, Communication, Design, or a related field; advanced degrees or specialized training in CX/UX are a plus.
- Fluency in Spanish and English, or strong proficiency in both, is highly advantageous for serving diverse client populations.
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