Customer Experience Analyst

Nissan Motors; Ciudad de México; Presencial; USD 25,000 - 35,000; Jornada completa

Descripción de la vacante

Nissan Motors is seeking a Customer Experience Analyst for its LATAM team in Mexico City. This role focuses on enhancing customer satisfaction through data analysis, collaboration with cross-functional teams, and managing vendor relationships. Ideal candidates will have a background in business or engineering, with strong analytical skills and experience in the automotive or retail industry being a plus.

Servicios

Comprehensive medical coverage

Wellness and mental health programs

Competitive compensation and performance bonuses

Exclusive programs for Nissan vehicle acquisition

Formación

• Bachelor's degree in a relevant field required.
• Experience in process analysis, program implementation, and customer service.
• Familiarity with digital platforms and analytics tools.

Responsabilidades

• Ensure accuracy of vehicle specifications and generate performance reports.
• Serve as the main liaison for dealer support and analyze lead generation performance.
• Collaborate on customer experience initiatives and produce evaluation reports.

Conocimientos

Process Analysis

Digital Tools

Customer Service

Data Analysis

Educación

Bachelor’s degree in Marketing, Business Administration, Engineering or related fields

Herramientas

Excel

PowerPoint

SAP

Tableau

Descripción del empleo

We are looking for aCustomer Experience Analystto join the LATAM team at Nissan Motor Corporation, based at our corporate offices in Mexico City.

This role plays a key part in enhancing customer satisfaction and driving digital innovation by supporting the integration of cutting-edge technologies and collaborating with cross-functional teams including Digital Marketing, Product Management, Aftersales, and Regional Operations.

You will be the main liaison with product teams to ensure the accuracy and timely release of vehicle specifications in customer-facing platforms such as NCAR and ICAR-X. You will also manage external vendors in the development and localization of feature videos for our YouTube Owner Channels.

Additionally, you will engage with the dealer network by generating performance reports, analyzing customer satisfaction and ROI, and auditing tool usage. You will support the Customer Journey team in launching new programs that improve the end-to-end customer experience, including projects like E-commerce, App development and Lead generation.

Key Responsibilities:

NCAR / ICAR-X:

• Ensure accuracy of vehicle specifications for new models and model-year updates.
• Generate daily and monthly usage and performance reports.
• Analyze application effectiveness and ROI using customer satisfaction data.
• Review and adapt U.S. feature videos for the Canadian market.
• Prepare and distribute internal communications and bulletins.
• Provide user support via phone and email.

Lead Generation:

• Serve as the primary point of contact for dealer support, ensuring a seamless experience and addressing any inquiries or issues promptly.
• Utilize INSIGHT (training will be provided) to analyze and report on lead generation performance and effectiveness.
• Conduct mystery shopping activities to evaluate and maintain dealer engagement standards.
• Prepare and deliver ad hoc reports as required to support business needs and strategic decision-making.

Customer Journey

• Support the launch and maintenance of programs aimed at improving customer experience at both dealer and national levels.
• Collaborate with Marketing, Sales Ops, C&I, and Finance teams to align on communication strategies.
• Assist in designing customer journeys and managing projects such as E-commerce and App development.
• Produce periodic reports to evaluate the impact of Customer Journey initiatives.

Required Profile:

Education:Bachelor’s degree in Marketing, Business Administration, Engineering, or related fields.

Experience:Experience in process analysis, program implementation, digital tools, and customer service.

Automotive or retail industry experience is a plus.

Technical Skills:

Advanced Excel (pivot tables, VLOOKUP, charts).

PowerPoint for executive presentations.

Familiarity with digital platforms and analytics tools.

SAP, Tableau, or automation tools are a plus.

What You Can Expect at Nissan:

Professional Growth:

Join a global organization with opportunities for development across functions and regions. Work in a dynamic environment with exposure to strategic projects and international teams.

Benefits:

Comprehensive medical coverage

Wellness and mental health programs

Competitive compensation and performance bonuses

Exclusive programs for Nissan vehicle acquisition and more

At Nissan, we are committed to inclusion.We hire based on experience and professional profile, regardless of gender, gender identity or expression, sexual orientation, race, color, language, religion, political opinion, national or social origin, economic status, birth, or any other condition.

Mexico City Mexico