Remote CX & Consumer Journey Manager

Whirlpool Corporation; Apodaca; Presencial; MXN 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

Whirlpool Corporation is seeking a Manager CX & Consumer Journey to lead the regional strategy for mapping, analyzing, and optimizing the end-to-end consumer journey across Whirlpool Latam. This role targets experts from retail, consumer goods or dedicated CX environments and focuses on journey analytics, diagnostics, and experience architecture.

You will transform customer feedback and data into business improvements, drive cross-functional projects across countries, and elevate key metrics

Formación

• Bachelor-level degree inBusiness Administration, Engineering in Administration, or related field.
• English – Business conversations required.
• 3–5 years in CX management or consumer journey analytics.
• Strong analytical thinking toward consumer data and journey metrics.
• Proven cross-functional leadership and remote-team coordination.
• Customer-centric mindset and conflict resolution abilities.

Responsabilidades

• Design, maintain, and refine detailed Consumer Journey Maps across all touchpoints.
• Identify and prioritize strategic CX projects and initiatives.
• Synthesize CSAT/NPS/CES data and VoC for root-cause analysis.
• Collaborate with Supply Chain, Consumer Care, and Field Service to drive improvements.

Conocimientos

CX Management

Journey Mapping

Behavioral Analytics

Cross Functional Leadership

Conflict Resolution

Remote Leadership

Customer Centric

Educación

Bachelor's degree in Business Administration / Engineering in Administration / Related

Herramientas

Qualtrics

Medallia

Miro

Salesforce

Descripción del empleo

Whirlpool Corporation is seeking a Manager CX & Consumer Journey to lead the regional strategy for mapping, analyzing, and optimizing the end-to-end consumer journey across Whirlpool Latam. This role targets experts from retail, consumer goods or dedicated CX environments and focuses on journey analytics, diagnostics, and experience architecture.

You will transform customer feedback and data into business improvements, drive cross-functional projects across countries, and elevate key metrics