Customer Intelligence Manager
hace 5 días
At Viva, we are looking for passionate people to join our team, and we believe this is the perfect time to do so. Viva Aerobus is the preferred, fun, and profitable low-cost airline in the Americas, boasting the youngest fleet in Latin America and the fastest growth in the world. We cultivate a culture of inclusion, passion, and transparency, breaking with tradition and rethinking how we work, while committing to service excellence and passenger safety.
Join our #GenteViva and let’s reach new heights together
Viva Aerobus is currently searching for Customer Intelligence Manager based at the corporate headquarters in Mexico City.
As a Customer Intelligence Manager, you will develop and implement advanced data analysis and analytics strategies to identify key opportunities that enhance the customer experience. You will leverage dynamic dashboards, KPIs, and AI tools to provide strategic insights that drive informed decision-making in Customer Experience and Digital initiatives. Your work will align with our business objectives and focus on continuously improving customer satisfaction.
His or her primary objectives include:
- Define and develop a comprehensive data strategy that integrates both offline and digital experiences, aligning data collection and analysis with Customer Experience goals.
- Conduct quantitative analysis of NPS, CSAT, and ad hoc surveys, ensuring a deep understanding of customer segments.
- Proactively identify analytical needs and provide insights to the Customer Experience (CX) team.
- Measure and analyze various aspects of the passenger journey to identify areas for improvement and optimize the experience in real-time.
- Create and maintain dashboards to monitor call center performance, focusing on key metrics like response times and customer satisfaction.
- Manage and optimize website surveys to gather customer feedback at critical points in the digital journey.
The Candidate:
- Strong background in Data Analysis and Business Intelligence.
- Experience managing large volumes of data.
- Proven ability to manage and collaborate with stakeholders.
- Expertise in Customer Insights/Intelligence and Advanced Analytics.
- Proficiency in SQL, Python and Tableau
- Familiarity with tools like Qualtrics or Medallia.
- Experience with Google Cloud.
- Proficient in English is a must
Benefits you will enjoy as #GenteViva
- Schedule: Flexible / Home Office / Hybrid Scheme.
- Incredible work environment #TheBestAirlineToWork.
- Unlimited vacation days since day one.
- Savings fund and savings account.
- Staff Travel: Flights to any of Viva’s destinations at a lower cost for you and your loved ones (12 spaces).
- MyIDTravel: An alliance with over 20 airlines so you can fly around the world at a lower cost.
- Life and medical insurance, family medical assistance online 24/7.
- Discount agreements that improve your life: Gyms, retail stores, restaurants, universities and many more…
- Benefits above to those offered by law.
About us:
We are the lowest cost airline, with the most modern aircraft fleet in Mexico one of the most modern aircraft fleets in Latin America and the 1st in Mexico, being one of the fastest growing airlines in the world.
At Viva Aerobus we recognize that our talent is diverse. We respect the living conditions of each person and promote gender equality and opportunities. We encourage innovation, collaboration and build an environment of respect and inclusion that allows us to be ourselves. We care about the well-being of our people, we take care of every detail to always have healthy, safe, and happy employees.
Take this flight and let’s travel to your new destination together
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