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hace 3 semanas

Las Vivenzias, México Amway de México S de RL de CV A tiempo completo

**Purpose**:- Lead the design and execution of Voice of Customer (VoC) and Voice of Distributor (VoD) programs to capture actionable insights across the customer and ABO journey.- Translate feedback into data-driven, scalable experience solutions that improve satisfaction, loyalty, and operational efficiency.- Drive the development and adoption of self-service tools and digital experiences that empower customers and ABOs.- Collaborate cross-functionally to embed customer intelligence into business decisions and ensure continuous improvement of the end-to-end experience, with strong follow-up to guarantee the implementation of selected improvement initiatives**Primary Responsibilities**:- Design, implement, and manage VoC programs across all key touchpoints, ensuring continuous listening and actionable insights.- Lead journey mapping and experience diagnostics to identify pain points and drive meaningful improvements that enhance the end-to-end customer experience.- Translate insights into prioritized experience improvement roadmaps in collaboration with CX, Product, Sales, and IT teams.- Oversee the development and optimization of self-service platforms (e.g., chatbots, knowledge bases, mobile tools) to enhance digital engagement and reduce service friction.- Define and monitor experience KPIs (e.g., CSAT, NPS, CES, FCR, digital adoption, cost-to-serve) and ensure alignment with business outcomes.- Ensure governance of feedback management processes, including escalation protocols, feedback-to-action cycle tracking, and stakeholder communication.- Partner with training and communications teams to drive awareness, adoption, and usage of CX tools and platforms.**Requirements**:**KNOWLEDGE**:- Bachelor´s Degree Business Administration, Marketing, Customer Experience, Data Analytics, Service Design, or related field.- 7+ years in CX, VOC programs, service design, or customer insights.- Deep understanding of customer experience strategy, VoC methodologies, and service design principles.- Knowledge of digital CX tools and platforms (e.g., Medallia, Qualtrics, Salesforce, chatbot frameworks).- English (Advanced) / Spanish (Advanced) / Portuguese (Basic)**SKILLS**:- Strong analytical and storytelling skills; ability to translate data into actionable insights.- Proficiency in journey mapping, experience design, and CX performance measurement.- Skilled in stakeholder engagement, cross-functional collaboration, and change management.- Experience with data visualization and reporting tools (e.g., Power BI, Tableau).**ABILITIES**:- Strategic Thinking - Ability to connect insights to enterprise goals and long-term transformation.- Influence Without Authority - Capable of driving alignment and action across diverse teams and leadership levels.- Customer Obsession - Deep empathy for customers and ABOs, with a passion for improving their experience.- Agility & Innovation - Comfortable navigating ambiguity, testing new ideas, and adapting quickly to change.- Leadership - Inspires**Benefits**:Food vouchers, restaurant tickets, 3 days of home office, flexible Fridays, medical and life insurance, annual bonus, discount on our products, 3 additional days off and an annual wellness benefit among others.Work Location: Hybrid remote in 66150, Las Vivenzias, N. L.

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