Líder de Proyectos de Experiencia del Cliente (CX)

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

About the Role

Our client, a premier hospitality group, is seeking an experienced and customer-centric Customer Experience (CX) Project Lead to spearhead initiatives in their vibrant Cancún, Quintana Roo operations. This crucial role involves designing, implementing, and managing projects focused on enhancing the guest experience across all touchpoints. The ideal candidate will possess a strong understanding of customer journey mapping, service design, and data analysis to drive improvements. You will collaborate closely with various departments, including operations, marketing, and IT, to ensure seamless execution and measurable impact. This is an exciting opportunity to shape the future of customer satisfaction in one of Mexico's most iconic tourist destinations. We are looking for a passionate advocate for the customer with a proven ability to lead cross-functional teams.

Key Responsibilities

Lead the development and execution of CX improvement projects from concept to completion. Map current customer journeys and identify key areas for enhancement. Design and implement new customer service strategies and processes. Collaborate with stakeholders across departments to ensure alignment and buy-in. Collect and analyze customer feedback data (surveys, reviews, social media) to identify trends and opportunities. Develop and present project proposals, status updates, and final reports to senior leadership. Manage project timelines, resources, and budgets effectively. Implement and track key performance indicators (KPIs) for CX initiatives. Drive a customer-centric culture throughout the organization. Ensure seamless integration of CX improvements with technology solutions.

Requirements

Bachelor's degree in Business Administration, Marketing, Hospitality Management, or a related field. Minimum of 5 years of experience in Customer Experience (CX) management or related project leadership roles, preferably in hospitality or tourism. Proven track record of successfully managing CX projects and driving measurable improvements. Strong understanding of customer journey mapping, service design principles, and user research methodologies. Experience with CX platforms and analytics tools (e.g., Medallia, Qualtrics, Zendesk). Excellent project management skills, including planning, execution, and monitoring. Strong analytical and problem-solving abilities. Exceptional interpersonal and communication skills in Spanish. Ability to work effectively on-site in Cancún, Quintana Roo . Experience in training and motivating teams to adopt new CX standards.

Benefits

Our client offers a competitive salary, performance bonuses, and an attractive benefits package including health insurance, travel discounts, and access to company amenities. This role provides significant opportunities for professional growth and career advancement within a leading hospitality group. You'll work in a dynamic and exciting environment, contributing directly to the guest experience in a world-renowned destination. We foster a culture of excellence and provide continuous learning opportunities. Be part of a team that is passionate about delivering exceptional service and creating unforgettable memories for guests.