CX Strategy Lead, Remote - LATAM

Whirlpool Corporation; Apodaca; Híbrido; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Whirlpool Corporation in LATAM seeks a CX Manager to define and drive the CX Strategy for the region. You will build robust mechanisms to capture the Voice of the Customer and translate feedback into actionable insights that drive operational improvements and advocate for the consumer across the organization.

Your leadership will shape process redesigns, KPI frameworks, and action plans to elevate experience standards and customer outcomes across channels.

Formación

• Bachelor's degree in Business Administration / Engineering in Administration / Related.
• English - Business Conversations.
• 3 to 5 years of dedicated experience in CX Management, Consumer Journey Mapping, or Experience Analytics, preferably in Retail, E-commerce, or Consumer Services industry.
• Analytic thinking on consumer data, consumer journey.
• Drive - Cross Functional Leadership.
• Conflict resolution and decision-making.
• Teamwork / Internal Client - 3rd party suppliers.
• Consumer Relationship Experiences
• Customer Centric attitude
• Ability to lead a remote organization.

Responsabilidades

• End-to-End Journey Architecture & Governance: Design, maintain, and refine detailed Consumer Journey Maps across all touchpoints.
• Strategic Project Definition & Project roadmap management: Identify, champion, and prioritize strategic projects to enhance customer experience and metrics.
• Deep Journey Analytics & Behavioral Diagnostics: Synthesize CSAT/NPS/CES and VoC data to diagnose journey pain points.
• Cross-Functional Collaboration & Action: Provide data-driven visibility to internal teams to align around customer-centric goals.

Conocimientos

CX Management

Cross Functional Leadership

Analytic thinking

Remote leadership

Customer-centric attitude

Educación

Bachelor's degree in Business Administration / Engineering in Administration / Related

Herramientas

Qualtrics

Medallia

Miro

Salesforce

Descripción del empleo

Whirlpool Corporation in LATAM seeks a CX Manager to define and drive the CX Strategy for the region. You will build robust mechanisms to capture the Voice of the Customer and translate feedback into actionable insights that drive operational improvements and advocate for the consumer across the organization.

Your leadership will shape process redesigns, KPI frameworks, and action plans to elevate experience standards and customer outcomes across channels.