CQ & Digital Transformation Sr. Specialist

Nissan; Ciudad de México; Hybrid; MXN 900,000 - 1,200,000; Full time

Job summary

Nissan Mexico is seeking a CQ & Digital Transformation Sr. Specialist to identify, lead, and implement strategic initiatives improving customer satisfaction across the automotive journey.

You will transform feedback into actionable improvements by analyzing VoC data, surveys, and Mystery Shopper results. Responsibilities include leading cross-functional projects, developing business cases and dashboards, and driving digital transformation in collaboration with IT and business teams.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Industrial Engineering, Communications, Customer Experience, Data Analytics, or related field.
• Experience analyzing customer feedback, VoC programs, customer surveys, and customer satisfaction metrics.
• Experience leading cross-functional projects and transformation initiatives.
• Strong analytical skills with the ability to convert data into actionable business recommendations.
• Experience developing executive presentations, dashboards, business cases, and project documentation.
• Knowledge of customer journey mapping and customer experience improvement methodologies.
• Strong project management and stakeholder management skills.
• Ability to manage multiple initiatives simultaneously and drive results through influence.
• Experience collaborating with business and technical teams.
• Professional proficiency in English and Spanish.

Responsibilities

• Analyze VoC data, surveys, verbatims, and Mystery Shopper feedback to identify trends and opportunities.
• Translate customer insights into actionable recommendations to enhance satisfaction and loyalty.
• Monitor SSI and CSI metrics and prepare executive dashboards and reports.
• Lead cross-functional projects focused on customer experience, process improvement, and transformation.
• Develop business cases, project plans, timelines, success metrics, and implementation strategies.
• Drive digital transformation initiatives that improve customer and dealer experiences across the journey.
• Identify opportunities to automate and redesign processes based on feedback and business needs.
• Collaborate with IT and business teams to implement customer-centric digital solutions.

Skills

Analytical skills

Project management

Cross-functional collaboration

English/Spanish proficiency

Education

Bachelor's degree in Business Administration, Marketing, Industrial Engineering, Communications, Customer Experience, Data Analytics, or related field

Tools

CRM platforms

Dashboard reporting tools

Job description

Location(s): HQ CDMX

Job Schedule: Hybrid (4 days on-site / 1 day remote)

Education Requirement: Bachelor's Degree in Business Administration, Marketing, Industrial Engineering, Communications, Customer Experience, Data Analytics, or related field.

Sponsorship: Not Available

We are currently looking for a CQ & Digital Transformation Sr. Specialist to join our team at HQ. This position will be responsible for identifying, leading, and implementing strategic initiatives that improve customer satisfaction and customer experience across the automotive customer journey.

The role transforms customer feedback into actionable business improvements by analyzing Voice of Customer (VoC) data, customer survey verbatims, Mystery Shopper findings, and other customer experience measurement tools. The ideal candidate combines strong analytical capabilities with exceptional project management skills, demonstrating the ability to manage multiple initiatives simultaneously while maintaining a customer‑centric mindset and driving organizational change .

A Day in the Life:

• Analyze Voice of Customer (VoC) data, customer surveys, verbatims, and Mystery Shopper feedback to identify trends and improvement opportunities.
• Translate customer insights into actionable recommendations that enhance customer satisfaction and loyalty.
• Monitor key customer satisfaction metrics, including SSI and CSI, and prepare executive dashboards and reports.
• Lead cross-functional projects focused on customer experience, process improvement, and business transformation.
• Develop business cases, project plans, timelines, success metrics, and implementation strategies.
• Drive digital transformation initiatives that improve customer and dealer experiences across the customer journey.
• Identify opportunities to automate, simplify, and redesign processes based on customer feedback and business needs.
• Collaborate with IT and business teams to implement customer‑centric digital solutions and technologies.
• Present project progress, recommendations, and business insights to senior leadership and key stakeholders.
• Promote a customer‑centric culture while supporting organizational change and continuous improvement initiatives

Who We're Looking For:

Required:

• Bachelor's degree in Business Administration, Marketing, Industrial Engineering, Communications, Customer Experience, Data Analytics, or related field.
• Experience analyzing customer feedback, VoC programs, customer surveys, and customer satisfaction metrics.
• Experience leading cross-functional projects and transformation initiatives.
• Strong analytical skills with the ability to convert data into actionable business recommendations.
• Experience developing executive presentations, dashboards, business cases, and project documentation.
• Knowledge of customer journey mapping and customer experience improvement methodologies.
• Strong project management and stakeholder management skills.
• Ability to manage multiple initiatives simultaneously and drive results through influence.
• Experience collaborating with business and technical teams.
• Professional proficiency in English and Spanish.

Desired:

• Experience within the automotive industry.
• Knowledge of SSI, CSI, NSSW, Mystery Shopper programs, and customer satisfaction methodologies.
• Experience with CRM platforms and digital customer experience tools.
• Experience driving digital transformation and process improvement initiatives.
• Familiarity with customer analytics, business intelligence, and dashboard reporting tools.
• Experience working with dealer networks and customer‑facing operations.
• Strong change management, facilitation, and consulting skills.
• Experience implementing customer‑centric initiatives with measurable business impact.

What You'll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Rewards:

Nissan offers a comprehensive benefits package to support the well‑being and success of our employees, with offers that may vary by location and role.

Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

By applying for the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets and information involved in the role. This includes, but is not