Senior CX Analytics & Insights Lead

Whirlpool, Inc.; Apodaca; Presencial; MXN 420.000 - 600.000; Jornada completa

Descripción de la vacante

Whirlpool Corporation seeks a Senior Analyst for CX LAR Analytics to connect consumer feedback with strategic BI. You will synthesize data from surveys, call center interactions, and social channels to uncover trends and friction in the customer journey. Your insights will drive cross-functional improvements across the LAR region.

The role requires evaluating VoC metrics, producing actionable recommendations, and building dashboards to inform leadership and track progress of CX initiatives.

Formación

• Bachelor's degree required in Business Administration / Engineering in Administration or related field.
• Business English required (conversations) for professional communication.
• 1–2 years of experience in the role or related field.
• Analytical thinking and problem-solving abilities.
• Proven ability to drive cross-functional projects and hold teams accountable.
• Negotiation & influence and alignment without direct authority.
• Solid experience analyzing VoC ecosystem metrics (NPS, CSAT, CES) and translating data into business cases.

Responsabilidades

• Data synthesis & analysis of VoC signals (NPS, CSAT, CES).
• Process and interpret unstructured data from multiple sources (transcripts, logs, social).
• Identify root causes and friction points in the customer journey.
• Develop dashboards and reports (PowerBI/Tableau) for stakeholders.
• Support cross-functional teams with data for improvement initiatives.
• Oversee close-the-loop processes to ensure learning and resolution.
• Lead end-to-end CX improvement PMO projects with timelines and metrics.

Conocimientos

Data Analytics

Cross-functional collaboration

Analytical thinking

Communication skills

Educación

Bachelor's degree in Business Administration or Engineering in Administration

Herramientas

Power BI

Tableau

Descripción del empleo

Whirlpool Corporation seeks a Senior Analyst for CX LAR Analytics to connect consumer feedback with strategic BI. You will synthesize data from surveys, call center interactions, and social channels to uncover trends and friction in the customer journey. Your insights will drive cross-functional improvements across the LAR region.

The role requires evaluating VoC metrics, producing actionable recommendations, and building dashboards to inform leadership and track progress of CX initiatives.