Customer Experience Transformation Lead

hace 6 días

Ciudad de México, Ciudad de México Tbwa ChiatDay Inc A tiempo completo

We are seeking a highly skilled CX Specialist to join our team in Mexico City. This is a unique opportunity to be part of a dynamic and growing organization that is revolutionizing the financial industry.

The successful candidate will have a proven track record of delivering excellent customer experiences, driving business growth, and improving operational efficiency. As a CX Specialist, you will play a key role in shaping our customer experience strategy and implementing initiatives that drive customer satisfaction and loyalty.

About the Role

This position will report directly to the Head of Customer Experience and will be responsible for:

  • Developing and implementing customer experience strategies that align with business objectives;
  • Leading cross-functional teams to deliver customer-centric solutions;
  • Collaborating with stakeholders to identify opportunities for improvement and developing plans to address them;
  • Maintaining high levels of customer satisfaction and loyalty through effective issue resolution and proactive communication;
  • Analyzing customer feedback and data to identify trends and areas for improvement;
  • Developing and maintaining knowledge of industry best practices and emerging trends in customer experience;
  • Providing training and coaching to colleagues on customer experience principles and best practices;
  • Managing budgets and resources effectively to ensure timely delivery of projects and initiatives;

The ideal candidate will possess:

  • A strong background in customer experience, preferably with experience in a similar role or in a related field such as marketing, sales, or operations;
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders;
  • Proven analytical and problem-solving skills, with the ability to interpret complex data and develop actionable insights;
  • Strong project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines;
  • Experience working in a fast-paced environment, with the ability to adapt quickly to changing priorities and requirements;
  • Bachelor's degree in a relevant field, such as business, marketing, or communications;
  • Fluency in English and Spanish;

What We Offer

  • Competitive salary: $120,000 - $180,000 per year;
  • Benefits package, including health insurance, retirement plan, and paid time off;
  • Opportunities for professional growth and development;
  • A dynamic and supportive work environment;
  • A chance to work with a leading company in the financial industry;
  • The opportunity to make a real difference in people's lives by delivering exceptional customer experiences.

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