Customer Experience Manager C13

hace 3 semanas

Tlahuac, México Citi A tiempo completo

**Responsibilities**:

- Responsible for all reporting and analysis for Customer Centric metrics including Key Performance Indicators (KPI) and Complaints across all customer interaction points and for all business segments.
- Focuses on outlier and summary reporting across all channels to multiple management and solution teams supporting complaint deep dive analysis to drive root cause resolution.
- Work with head of business and related Customer Experience councils to gather requirements for various analytics projects
- Design and implement strategies for development and maintenance of reporting and Business Intelligence projects related Customer Centricity KPIs and Complaint management.
- Design, execute, and manage outlier reporting for complaint capture in non-recorded channels (e.g., branches, specialized sales force)
- Conduct deep dive analysis on complaints for various complaint governance forums.
- Create and produce reporting for all levels of the organization
- Perform ad-hoc research and provide analysis on information to be used in future projects.
- Provide analytic support for work groups engaged in resolving customer pain points
- Work with outside vendors as needed, including creating and managing relationships with new vendors.
- Analyze results and make recommendations on opportunities for improvement to business management and functional owners.
- Interpret customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy
- Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience
- Create and deliver presentation content to broad audiences
- Support customer-centricity initiatives across the organization

**Qualifications**:

- 6-10 years of experience in customer experience or marketing leadership, managing projects and stakeholders

**Education**:

- Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

El objetivo del puesto es impulsar, liderar y ejecutar iniciativas que mejoren la experiência del cliente enfocándose en los canales de servicio, para lograrlo se requiere influenciar a las diferentes áreas para posicionar la voz del cliente en la priorización y asignación de recursos, lográndolo por medio del entendimiento del Customer Journey y el análisis exhaustivo de métricas operativas e indicadores de experiência del cliente.

Adicionalmente es importante entender las necesidades de los clientes y las tendencias del mercado para contribuir en el diseño de la experiência del cliente a identificar mejoras en los procesos actuales con la visión de posicionar a Citibanamex como el banco con la mejor experiência para cliente.

**Principales Responsabilidades del puesto**:

- Mapeo de _customer journeys y procesos _para facilitar el entendimiento de las necesidades de los clientes así como de los principales puntos de dolor tanto de Cliente como de Empleados.
- Capacidad enalítica de información cuantitativa (datos operativos, negocio,) y cualitativa (voz del cliente, encuestas,) para identificar puntos de dolor para mejorar los principales procesos del canal
- Definición, priorización y ejecución de iniciativas de mejora en consecuencia a los puntos de dolor identificados para aumentar de manera considerable el nível de satisfacción de los clientes
- Seguimiento y análisis de KPIs de CX y operativos
- Liderazgo en la organización e implementación de iniciativas y estrategias a través de la gestión de equipos multi-disciplinarios
- Relacionamiento con diferentes áreas del Banco, centrado en la entrega de resultados a través de la selección, entrenamiento, desarrollo, motivación y empoderamiento.
- Colocar la experiência del cliente en las discusiones de priorización y asignación de recursos
- Conducir a los empleados y los resultados de la organización a través de la alineación de metas, retroalimentación continua y la evaluación periódica.
- Proporcionar asesoría desde la perspectiva del cliente a los diferentes proyectos que se desarrollen dentro del canal.

**Requisitos del puesto**:

- Experiência en análisis y rediseño de procesos (reingeniería)
- Experiência en Mapeo de Customer Journeys e identificación de Pain Points
- Experiência en Liderazgo de Iniciativas y gestión de equipos
- Experiência en Canales de servicio bancario - (proyectos, procesos,).
- Al menos 6 años de experiência en experiência de clientes: Medición, Análisis, Customer Journeys de canales directos de atención, NPS.
- Inglés 80%

**Comportamientos**:

- Customer Obsession
- Liderazgo, Ownership e influencia otros
- Orientado a Resultados, estructura y seguimiento puntual
- Alto grado de Análisis / Síntesis
- Capacidad de Aprendizaje y versatilidad
- Pensamiento abs

  • Customer Experience Manager

    hace 4 semanas

    Tlahuac, México Oracle A tiempo completo

    **Qualifications** - 10+ years of Customer Experience Manager experience within Enterprise Software. - Cloud Technical knowledge - Experience within a Service Delivery environment - Executive Sponsorship & Collaboration - A fully proficient practitioner who can communicate at all levels within the account and create opportunities for the client to grow and...

  • Ipo Governance Manager C13

    hace 4 semanas

    Tlahuac, México Citi A tiempo completo

    **The _IPO Governance Manager**_ will Develop and implement a robust governance framework aligned with IPO requirements and regulatory standards to ensure the IPO Readiness under the **IPO Governance & Organizational Change Management Senior Manager**. To that effect he/she will be required to possess a comprehensive understanding of multiple areas within a...

  • Customer Service Manager

    hace 4 semanas

    Tlahuac, México PPG Industries A tiempo completo

    As a Customer Service Manager, you will form part of the Service Management track within the IT function. You will provide service delivery using ITIL methodology best practices for incident, problem, and knowledge centered support as well as Change Management. You will coordinate the different activities of the service desk team, to guarantee the business...

  • Customer Experience Specialist

    hace 3 días

    Tlahuac, México Konfío A tiempo completo

    **¡Únete a la revolución Fintech y construye el futuro de las finanzas en México!** **¿Quiénes somos?** Somos la empresa de tecnología financiera líder en México, impulsando a más de 70.000 clientes a alcanzar sus sueños. Nuestra misión es empoderar a las pequeñas y medianas empresas del país con soluciones innovadoras (financiamiento,...

  • Customer Success Representative

    hace 4 semanas

    Tlahuac, México DiliTrust A tiempo completo

    Customer Success Representative For over 20 years, DiliTrust has been supporting legal departments in their **digital transformation **and is one of the world´s leader in** LegalTech. **We have offices in Paris, Madrid, Milan, Montreal, Toronto, Mexico and Lima. More than 2000 companies are using our products in over 50 countries. Are you passionate about...

  • Engagement Manager

    hace 4 semanas

    Tlahuac, México RAPS IT CONSULTING A tiempo completo

    **Position: Engagement Manager** **Location: CDMX, Mexico** **Duration: - 12+Months** Few additional guidelines to search Profiles - Well versed with customer relationship, account farming & Mining; - Techno Functional & Commercial Experience; - Telecom, OTT & OSS/BSS, Media & Video Experience Preferred - Should be VISA Ready to relocate to Mexico; - Min...

  • Director de Cuenta Customer Experience

    hace 7 días

    Tlahuac, México IPSOS MEXICO A tiempo completo

    En Ipsos creemos que nuestros clientes necesitan mucho más que un proveedor de información, necesitamos un partner que pueda generar información relevante y precisa para convertirla en verdades accionables. Buscamos**:Director de cuentas Customer Experience** **EXPERIENCIA Y RESPONSABILIDADES**: - Estudiar, analizar, identificar y definir nuevos nichos...

  • Ejecutivo Customer Experience

    hace 6 días

    Tlahuac, México Manpower A tiempo completo

    **Vacante para la empresa Manpower en Álvaro Obregón, Ciudad de México**: **Empresa líder en Atención al Cliente** **Puesto**:Ejecutivo Customer Experience **Lugar**:Ciudad de México (se puede considerar de otro lugar pero con buen nível de idioma portugués) **Indispensable**: Experiência mínima de 1 año. Licenciatura concluida con...

  • Customer Success Manager

    hace 3 días

    Tlahuac, México Cobee A tiempo completo

    **About Us & Our Culture**: We, employees, need a much more engaging solution around our compensation, and that’s why Cobee was born. Since we created Cobee back in November 2018, our vision has been unwavering**:to become the most desirable solution for employees to get compensated at work**. As we fight for that vision, **we truly believe that we can...

  • Customer Experience Portugués

    hace 4 semanas

    Tlahuac, México TRES R A tiempo completo

    **Vacante para la empresa TRES R en Cuauhtémoc, Ciudad de México**: **CUSTOMER EXPERIENCE PORTUGUÉS** **Requisitos**: - Licenciatura concluida con cédula profesional (carreras administrativas o comerciales) - ** Dominio del idioma español y portugués (100% conversacional)**: - ** RADICAR EN CDMX**(no existe posibilidad de HomeOffice, ni esquema...

  • Ejecutivo Telefónico de Customer Experience por

    hace 4 semanas

    Tlahuac, México Comdata Group A tiempo completo

    Grupo Konecta: empresa dedicada a brindar soluciones especializadas a cada cliente. SOLICITA: AGENTES TELEFÓNICOS DE CUSTOMER EXPERIENCE **Requisitos**: Edad de 18 a 40 Facilidad de palabra Gusto por la atención al cliente Disponibilidad de horario completo Bachillerato terminado o carrera técnica terminada Ofrecemos: Sueldo base: $6,500 Mensual...

  • Digital Customer Engagement Manager

    hace 1 semana

    Tlahuac, México SAP A tiempo completo

    **We help the world run better** **#SAPECSCareers** As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center, or PC3, is an organization dedicated to managing service delivery at scale for high-volume, private cloud customers. Because we are at the heart of the SAP strategy, our business unit is growing rapidly. In order to...

  • Customer Experience Executive

    hace 4 semanas

    Tlahuac, México xpd global A tiempo completo

    En Xpd Global estamos interesados en incorporar un Talento que fortalezca nuestro equipo como **Customer Experience Executive.** Buscamos a una persona con gran pasión por la logística internacional. **Nos interesa una persona con conocimiento en** **importación y exportación aérea marítima, terrestre con un nível de inglés del 80%.** Dentro de...

  • Customer Marketing Manager

    hace 4 semanas

    Tlahuac, México Bacardi A tiempo completo

    **What does a Customer Marketing Manager - On Trade do?** The person in charge of the position of Customer Marketing Manager in On premise canal will be responsible for the development of strategic and tactical plans for the channel (consumption centers such as bars, restaurants, cantinas) such plans should be developed in conjunction with the commercial...

  • Customer Success Manager

    hace 7 días

    Tlahuac, México Salesforce A tiempo completo

    Job Category Customer Success Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...

  • Customer Practice Manager, Professional Services

    hace 6 días

    Tlahuac, México Amazon Web Services Mexico S. de R.L. de C.V. A tiempo completo

    7+ years of external or internal customer facing, complex and large scale project management experience; - Industry Experience in Retail, Education, Non Profit organizations; - Experience with selling large scale consulting/professional services with recurring revenue from accounts/territory; - Business development experience including complex agreements and...

  • Customer Success Manager

    hace 4 semanas

    Tlahuac, México PayPal A tiempo completo

    At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. Job...

  • Openshift Technical Account Manager

    hace 7 días

    Tlahuac, México Red Hat Software A tiempo completo

    About the job: Red Hat's Customer Success and Services team is looking for an experienced, enterprise-level engineer to join us as an OpenShift Technical Account Manager in Mexico City. In this role, you will work with a small set of key enterprise customers to provide architectural guidance and implementation advice for the Red Hat OpenShift Container...

  • Customer Service and Experience Manager

    hace 6 días

    Tlahuac, México MRA CIMEX SA DE CV A tiempo completo

    **Vacante para la empresa MRA CIMEX SA DE CV en Zócalo Cdmx -Cuauhtémoc, Ciudad de México**: **Requisitos**: >Escolaridad: Licenciatura concluida >Mínimo 6 años de experiência en puesto similar >Deseable experiência en manejo de redes sociales >Inglés Avanzado >Manejo de paquetería office y APPS >Experiência en atención a clientes VIP y...

  • Continuous Improvement Manager

    hace 4 semanas

    Tlahuac, México Servicios Comerciales Amazon México S. de R.L. de C.V. A tiempo completo

    Completed Bachelor Degree - Advanced excel and data analysis skills - 5+ Years of general Experience - 2+ Years of experience planning and executing continuous improvement initiatives - 1+ year(s) of experience as People Manager - Fluent English Job summary You want to develop yourself in a team that leads complex and business critical topics and are...