CX Optimization & Change Analyst

Ria Money Transfer (Dandelion); Santiago de Querétaro; On-site; MXN 335,000 - 603,000; Full time

Job summary

Ria Money Transfer (Dandelion) is seeking a CX Services Analyst to review platforms and practices, identify efficiencies, and maximize functionality to improve the user experience across brands and regions. You will work with global teams to understand operations, map processes, and implement changes with rigorous documentation and testing.

Strong communication and stakeholder management are essential, along with fluency in English/Spanish.

Qualifications

• Evidence of problem solving and providing effective, creative solutions.
• Ability to manage conflicting priorities in a rapidly evolving team.
• Experience of implementing business changes within or across teams.
• Strong stakeholder management at all levels, building collaborative relationships rapidly.
• Experience communicating concepts and ideas to stakeholders at all levels, including oral and written presentations.
• Experience working with business process maps.
• Able to quickly learn new business functions and identify and map relevant stakeholders.
• Bilingual (English/Spanish) preferred.

Responsibilities

• Work closely with business teams to understand ways of working and identify opportunities for improvements and efficiencies.
• Collect feedback from teams on requests for changes and gather detailed requirements.
• Propose solutions and work collaboratively with other CXT team members to implement changes to processes and supporting business systems.
• Maintain up-to-date documentation, including business process maps for major processes, user stories for changes introduced by the CXT team, and configuration documentation for business systems.
• Support testing of changes, ensuring they are fully evaluated and agreed before deployment.
• Work with the Training Lead to produce relevant materials as required to support changes.
• Support business teams with implementation of changes, including providing group and one-to-one coaching and assistance with communications.
• Act as first-line support for regional business teams, including when onboarding new teams to technology platforms.
• Champion and evolve the CXT capability across your area of focus, acting as a change advocate.

Skills

Problem solving

Stakeholder management

Business process mapping

Cross-functional collaboration

Communication

Bilingual English/Spanish

Job description

Ria Money Transfer (Dandelion) is seeking a CX Services Analyst to review platforms and practices, identify efficiencies, and maximize functionality to improve the user experience across brands and regions. You will work with global teams to understand operations, map processes, and implement changes with rigorous documentation and testing.

Strong communication and stakeholder management are essential, along with fluency in English/Spanish.