Flexible CX Specialist - End-to-End Experience (Mexico City)

Medtronic; Ciudad de México; Híbrido; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible benefits package

Medtronic Incentive Plan (MIP)

Descripción de la vacante

Medtronic seeks a Senior Customer Experience Specialist to analyze and enhance the customer journey across channels in Mexico City. You will identify pain points, collaborate with Marketing, Sales, Digital, Operations, and Support to implement CX improvements, and monitor CX KPIs.

Requirements include a bachelor’s degree and 3+ years in CX or related fields, plus fluent English. Knowledge of CX platforms and data visualization is a plus, within a global healthcare environment.

Formación

• Bachelor’s degree in business administration, Marketing, Engineering or equivalent.
• 3+ years in Customer Experience, Service Design, Market Insights or related fields.
• Fluent in English and strong communication skills.
• Experience with CX platforms and journey mapping methodologies.
• Knowledge of CX metrics (NPS, CSAT, CES, churn, LTV) and feedback programs.
• Experience with data analysis/visualization tools (Excel, Power BI, Tableau).
• Experience facilitating workshops and stakeholder interviews.

Responsabilidades

• Map and analyze end-to-end customer journeys across channels.
• Identify pain points and opportunities from qualitative/quantitative insights.
• Support design and implementation of CX initiatives.
• Analyze feedback data to identify trends and opportunities.
• Collaborate with cross-functional teams to implement CX improvements.
• Develop, monitor, and report CX KPIs and dashboards.
• Facilitate workshops to gather insights and align stakeholders.
• Foster a customer-centric culture and document best practices.

Conocimientos

Customer Experience

Journey Mapping

Data Analysis

Stakeholder Facilitation

Workshop Facilitation

Power BI

Tableau

Excel

Educación

Bachelor’s degree in business administration

Bachelor’s degree in Marketing

Bachelor’s degree in Engineering

Herramientas

Power BI

Tableau

Microsoft Excel

Descripción del empleo

Medtronic seeks a Senior Customer Experience Specialist to analyze and enhance the customer journey across channels in Mexico City. You will identify pain points, collaborate with Marketing, Sales, Digital, Operations, and Support to implement CX improvements, and monitor CX KPIs.

Requirements include a bachelor’s degree and 3+ years in CX or related fields, plus fluent English. Knowledge of CX platforms and data visualization is a plus, within a global healthcare environment.