Líder de Proyectos CX — Transformar Experiencia del Cliente

Placements24; Cancún; On-site; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Travel discounts

On-site facilities

Job summary

Placements24 is seeking a Customer Experience (CX) Project Lead to drive CX initiatives at our Cancún operations. You will map journeys, design service improvements, and collaborate with operations, marketing, and IT to deliver measurable impact.

The role requires strong data analysis, stakeholder management, and a proven track record in hospitality or tourism CX projects. On-site work in Cancún, Quintana Roo, is expected.

Qualifications

• Bachelor’s degree in a related field is required.
• Minimum 5 years in Customer Experience (CX) management or project leadership roles.
• Strong understanding of customer journey mapping & service design.

Responsibilities

• Lead CX improvement projects from concept to completion.
• Map customer journeys and identify enhancement opportunities.
• Design and implement new customer service strategies and processes.
• Collaborate with departments to ensure alignment and buy-in.
• Collect and analyze customer feedback to identify trends.
• Develop and present proposals, updates, and final reports to senior leadership.
• Manage timelines, resources, and budgets for CX initiatives.

Skills

CX management

Project leadership

Journey mapping

Service design

Data analysis

Spanish fluency

On-site work

Education

Bachelor's degree

Tools

Medallia

Qualtrics

Zendesk

Job description

Placements24 is seeking a Customer Experience (CX) Project Lead to drive CX initiatives at our Cancún operations. You will map journeys, design service improvements, and collaborate with operations, marketing, and IT to deliver measurable impact.

The role requires strong data analysis, stakeholder management, and a proven track record in hospitality or tourism CX projects. On-site work in Cancún, Quintana Roo, is expected.