CX Insights Manager: Voice of the Customer & Analytics

Caylent; México; Remote; MXN 520,000 - 780,000; Full time

Benefits offered by this job

100% remote work

Medical insurance for you and depend­·

Generous holidays and flexible PTO

Competitive phantom equity

Paid for exams and certifications

Peer bonus awards

State of the art laptop and tools

Equipment & Office Stipend

Individual professional development

Job summary

Caylent is seeking a detail-oriented Customer Experience Manager to lead engagement and data collection, convert feedback into actionable insights, and drive strategic reporting for leadership. This remote role supports customers across markets with strong emphasis on CSAT and NPS analytics.

You will own data collection, analysis, and storytelling to influence business decisions, collaborating with cross-functional teams and leveraging AI tools to improve processes.

Qualifications

• 3+ years of experience in a customer experience role, professional services, or customer relationship management.
• Knowledge of customer experience methodologies and best practices.
• Experience with CRM systems and customer feedback management platforms.
• Strong analytical skills with experience in statistical analysis and reporting.
• Excellent written and verbal communication skills.
• Experience presenting to senior leadership and stakeholders.
• Excellent time management with the ability to prioritize tasks and manage engagement workload.
• Enthusiasm for working in a startup environment and cross-functional collaboration.
• Familiarity with using AI tools to drive operational process efficiencies.

Responsibilities

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders.
• Manage survey collection through various channels including live meetings, email and project team collected responses.
• Ensure consistent data collection processes and maintain high response rates.
• Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern.
• Review and categorize qualitative customer feedback to identify recurring themes and pain points.
• Synthesize complex customer data into clear, actionable recommendations.
• Track metrics against customer experience benchmarks and goals.
• Create comprehensive reports and dashboards that communicate customer sentiment to leadership.
• Present findings and recommendations to executives, department heads, and cross-functional teams.
• Develop compelling narratives that connect customer feedback to business impact.
• Facilitate customer experience review meetings with organizational leaders.

Skills

Analytical skills

Written communication

Verbal communication

Cross-functional collaboration

Startup environment

AI tools familiarity

CRM systems knowledge

Data storytelling

Time management

Presentation to leadership

Tools

Qualtrics

SurveyMonkey

CRM platforms

AWS familiarity

Data visualization tools

Job description

Caylent is seeking a detail-oriented Customer Experience Manager to lead engagement and data collection, convert feedback into actionable insights, and drive strategic reporting for leadership. This remote role supports customers across markets with strong emphasis on CSAT and NPS analytics.

You will own data collection, analysis, and storytelling to influence business decisions, collaborating with cross-functional teams and leveraging AI tools to improve processes.