Senior CX Architect – AI-Driven Customer Experience

Quona Capital; Ciudad de México; Híbrido; MXN 670.000 - 1.116.000; Jornada completa

Descripción de la vacante

Klar in Mexico City is seeking a Senior CX Specialist to evolve and scale our Customer Experience operations. You will own initiatives end-to-end, leveraging data, automation, and AI to improve customer journeys and operational efficiency.

This full-time hybrid role requires collaborating across teams, designing scalable CX processes, and driving KPI-driven improvements while building knowledge for AI and support agents.

Formación

• 5+ years of CX or customer operations experience.
• Strong analytical mindset with data-driven decision making.
• Experience with automation or AI in customer support.

Responsabilidades

• End-to-End Project Ownership: Lead CX projects from problem identification to design, implementation, measurement and iteration.
• AI & Automation: Design, test, and implement automated workflows and AI-powered solutions to improve customer journeys and reduce effort.
• Data-Driven CX Optimization: Analyze KPIs, contact drivers, customer behavior, and trends to identify opportunities.
• Scalable Process Design: Map and optimize CX processes end-to-end for scalable operations.
• Knowledge Management: Improve knowledge used by AI and support agents.

Conocimientos

Data analysis

Automation

AI implementation

Project management

Customer experience

Descripción del empleo

Klar in Mexico City is seeking a Senior CX Specialist to evolve and scale our Customer Experience operations. You will own initiatives end-to-end, leveraging data, automation, and AI to improve customer journeys and operational efficiency.

This full-time hybrid role requires collaborating across teams, designing scalable CX processes, and driving KPI-driven improvements while building knowledge for AI and support agents.