CX & Consumer Journey Lead, LatAm

Whirlpool, Inc.; México; A distancia; MXN 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

Whirlpool Corporation is seeking a Manager CX & Consumer Journey to lead LatAm’s end-to-end consumer journey analytics and optimization. The role focuses on deep journey diagnostics, actionable insights, and collaboration across cross-functional teams to elevate customer satisfaction metrics.

The ideal candidate will bring 3–5 years in CX management or journey analytics, strong business English, and the ability to steer remote teams toward transformative CX initiatives across retail and consumer

Formación

• Bachelor's degree required or equivalent in business/administration or related field.
• 3–5 years of dedicated CX management or consumer journey analytics experience, preferably in retail, ecommerce, or consumer services.
• Strong analytical skills and ability to translate data into actionable improvements.
• Ability to lead a remote organization and collaborate cross-functionally.

Responsabilidades

• Design, map, and govern end-to-end Consumer Journey across physical and digital touchpoints.
• Identify friction points and opportunities to improve satisfaction and retention.
• Lead cross-functional initiatives with Supply Chain, Consumer Care, and Field Service teams.
• Synthesize CSAT/NPS/CES data with Voice of Customer to drive measurable improvements.

Conocimientos

CX Management

Customer Journey Mapping

Analytical thinking

Cross Functional Leadership

Teamwork

Decision making

English (Business)

Educación

Bachelor's degree in Business Administration / Engineering in Administration

Herramientas

Qualtrics

Medallia

Miro

Salesforce

Descripción del empleo

Whirlpool Corporation is seeking a Manager CX & Consumer Journey to lead LatAm’s end-to-end consumer journey analytics and optimization. The role focuses on deep journey diagnostics, actionable insights, and collaboration across cross-functional teams to elevate customer satisfaction metrics.

The ideal candidate will bring 3–5 years in CX management or journey analytics, strong business English, and the ability to steer remote teams toward transformative CX initiatives across retail and consumer