Digital CX Analyst: Platform Performance & Troubleshooting

Capgemini; México; Presencial; MXN 300.000 - 540.000; Jornada completa

Descripción de la vacante

Capgemini is seeking a Digital Customer Experience Analyst to support the ongoing performance, maintenance, and optimization of Specialty digital assets for a major US insurer. The role connects business and IT to keep digital platforms stable, user-friendly, and aligned with business needs.

The ideal candidate will provide production support, troubleshoot issues, assist testing, monitor system performance, and contribute to a positive website experience for agents and users.

Formación

• 1 to 3 years of experience in a related field preferred.
• Experience with digital customer experience, production support, business applications, or website support is preferred.
• Advanced English proficiency required.
• High school diploma or equivalent required; Bachelor's degree preferred.
• Experience in insurance, underwriting, Specialty Lines, Farmers, Foremost Specialty, or related business areas is preferred.
• Strong PC and browser knowledge at an intermediate level.
• Basic proficiency with Microsoft Office Suite.
• Basic experience with system monitoring tools preferred.

Responsabilidades

• Monitor and support Specialty digital platforms to ensure stability and high performance
• Troubleshoot browser, authentication, and website-related issues
• Act as a liaison between business stakeholders and IT teams
• Analyze business needs and help identify technology solutions
• Support testing activities and validate system releases
• Track and report on digital platform performance
• Create and maintain documentation, training materials, and process documentation
• Ensure compliance with quality assurance standards and procedures

Conocimientos

Advanced English

Digital CX

Production support

Browser knowledge

Stakeholder liaison

Testing support

Educación

High school diploma or equivalent

Bachelor's degree preferred

Herramientas

Microsoft Office

System monitoring tools

Descripción del empleo

Capgemini is seeking a Digital Customer Experience Analyst to support the ongoing performance, maintenance, and optimization of Specialty digital assets for a major US insurer. The role connects business and IT to keep digital platforms stable, user-friendly, and aligned with business needs.

The ideal candidate will provide production support, troubleshoot issues, assist testing, monitor system performance, and contribute to a positive website experience for agents and users.