Senior CX Analytics & Insights Analyst

Whirlpool Corporation; Apodaca; Presencial; MXN 420.000 - 580.000; Jornada completa

Descripción de la vacante

Whirlpool Corporation in Mexico is seeking a Senior Analyst for CX LAR Analytics to connect consumer feedback with strategic business intelligence and drive informed decisions.

You will dive deep into data from surveys, call center interactions, and social media to identify trends, friction points, and opportunities. The role collaborates with Product, Logistics, and Marketing to deliver actionable, measurable improvements for the LAR region.

Formación

• Bachelor's degree in Business Administration or related field.
• English - Business level.
• 1-2 years of relevant experience.
• Analytical thinking and data-driven mindset.
• Ability to drive cross-functional projects and ensure follow-up.
• Negotiation and influence without direct authority.
• Experience analyzing VoC metrics (NPS, CSAT, CES) and translating data into business cases.

Responsabilidades

• Data Synthesis & Analysis: Extract and analyze data from VoC ecosystem (NPS, CSAT, CES).
• Multichannel Insight Generation: Interpret unstructured data from transcripts, chats, social media.
• Root Cause Identification: Correlate pain points with operational data to find the why behind detraction.
• Reporting & Dashboards: Develop PowerBI/Tableau dashboards and insights for stakeholders.
• Action Plan Support: Provide data to cross-functional teams to track improvement efforts.
• Closed-Loop Monitoring: Ensure feedback leads to learning and resolution.
• Cross-Functional CX Project & Follow-up: Lead end-to-end tracking of CX improvement projects.

Conocimientos

Analytical thinking

Cross-functional collaboration

Data-driven decision making

Communication skills

Power BI/Tableau familiarity

Educación

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

Herramientas

Power BI

Tableau

Descripción del empleo

Whirlpool Corporation in Mexico is seeking a Senior Analyst for CX LAR Analytics to connect consumer feedback with strategic business intelligence and drive informed decisions.

You will dive deep into data from surveys, call center interactions, and social media to identify trends, friction points, and opportunities. The role collaborates with Product, Logistics, and Marketing to deliver actionable, measurable improvements for the LAR region.