Especialista Senior en Experiencia del Cliente (CX)

Placements24; Cuernavaca; Hybrid; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive compensation

Performance bonuses

Comprehensive health benefits

Professional growth opportunities

Remote work flexibility

Job summary

Placements24 is seeking a Senior Customer Experience (CX) Specialist to champion exceptional journeys in a remote role. You will analyze behavior, map journeys, and partner with product, marketing, sales, and support to design seamless experiences that boost satisfaction and loyalty.

The ideal candidate has 5+ years in CX, strong skills in journey mapping, user research, and data analysis, and a proven ability to influence stakeholders and drive change with a data-driven mindset.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of experience in customer experience, customer success, user experience (UX), or a related role.
• Proven experience in customer journey mapping, user research, and data analysis.
• Strong understanding of CX metrics and methodologies (NPS, CSAT, CES).
• Excellent analytical, problem-solving, and strategic thinking skills.
• Exceptional communication, presentation, and interpersonal skills.
• Ability to influence stakeholders and drive change across different departments.
• Proficiency in CX tools and platforms (e.g., survey tools, CRM, journey mapping software).
• Strong project management skills.
• Ability to work independently and collaborate effectively in a remote setting.

Responsibilities

• Develop and implement comprehensive customer experience strategies to enhance satisfaction and loyalty.
• Create and maintain customer journey maps to visualize and understand customer interactions across all channels.
• Conduct user research, surveys, and feedback analysis to identify customer needs and pain points.
• Collaborate with cross-functional teams to design and implement improvements to products, services, and processes from a customer perspective.
• Analyze customer data and key metrics (e.g., NPS, CSAT, CES) to measure the effectiveness of CX initiatives.
• Identify opportunities for innovation and personalization in customer interactions.
• Develop training materials and champion best practices for customer-centricity across the organization.
• Monitor industry trends and best practices in customer experience management.
• Advocate for the customer within the organization, ensuring their needs are considered in all business decisions.
• Manage projects related to CX improvements and initiatives.

Skills

CX strategy

Journey mapping

User research

Data analysis

Stakeholder influence

Project management

Communication

Remote collaboration

Education

Bachelor's degree in Marketing, Business Administration, Psychology, or related field

Tools

Survey tools

CRM

Journey mapping software

Job description

About the Role

Our client is looking for a passionate and strategic Senior Customer Experience (CX) Specialist to champion exceptional customer journeys. This remote role allows you to make a significant impact on customer satisfaction and loyalty from anywhere. You will be responsible for analyzing customer behavior, identifying pain points, and designing seamless, intuitive, and positive experiences across all touchpoints. The ideal candidate will possess a deep understanding of CX principles, customer journey mapping, user research, and data analysis. You will collaborate closely with product, marketing, sales, and support teams to ensure a cohesive and customer-centric approach. This position requires excellent communication and influencing skills, as well as a data-driven mindset to measure and improve CX initiatives. Join our client in redefining customer engagement and building lasting relationships.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies to enhance satisfaction and loyalty.


• Create and maintain customer journey maps to visualize and understand customer interactions across all channels.


• Conduct user research, surveys, and feedback analysis to identify customer needs and pain points.


• Collaborate with cross-functional teams to design and implement improvements to products, services, and processes from a customer perspective.


• Analyze customer data and key metrics (e.g., NPS, CSAT, CES) to measure the effectiveness of CX initiatives.


• Identify opportunities for innovation and personalization in customer interactions.


• Develop training materials and champion best practices for customer-centricity across the organization.


• Monitor industry trends and best practices in customer experience management.


• Advocate for the customer within the organization, ensuring their needs are considered in all business decisions.


• Manage projects related to CX improvements and initiatives.

Requirements

• Bachelor's degree in Marketing, Business Administration, Psychology, or a related field.


• Minimum of 5 years of experience in customer experience, customer success, user experience (UX), or a related role.


• Proven experience in customer journey mapping, user research, and data analysis.


• Strong understanding of CX metrics and methodologies (NPS, CSAT, CES).


• Excellent analytical, problem-solving, and strategic thinking skills.


• Exceptional communication, presentation, and interpersonal skills.


• Ability to influence stakeholders and drive change across different departments.


• Proficiency in CX tools and platforms (e.g., survey tools, CRM, journey mapping software).


• Strong project management skills.


• Ability to work independently and collaborate effectively in a remote setting.

Benefits

• This remote role offers competitive compensation, performance bonuses, comprehensive health benefits, and significant opportunities for professional growth and development.


• You will be part of a customer-focused organization dedicated to delivering outstanding experiences, with the flexibility to work from Cuernavaca, Morelos, MX , or remotely.