Senior CX Architect: AI-Driven Experience & Scale

Quona Capital; Ciudad de México; Híbrido; MXN 650.000 - 950.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Paid vacation

Christmas bonus

Food vouchers

Medical Insurance

Computer device

Mental Health Platform

Coaching and therapy sessions

Office in Mexico City

International work environment

Descripción de la vacante

Klar is seeking a Senior CX Specialist to evolve and scale our Customer Experience operation. You will own initiatives end-to-end, using data, automation, and AI to identify opportunities, design solutions, and improve both the customer experience and operational efficiency.

This is a full-time position based in our Mexico City office with a hybrid model, therefore we are looking forward to seeing you in our office 2-3 times per week.

Formación

• Bachelor’s degree in engineering or analytical field.
• Proficient with Excel; intermediate SQL and Python.
• Interest in AI and automation to solve operations and CX problems.
• Ability to design scalable CX processes.
• Strong communication and collaboration across teams.
• Advanced English; internal communication in English.

Responsabilidades

• End-to-End CX projects ownership: lead complex CX projects from problem identification to solution design and measurement.
• AI & automation: design, test, and implement automated workflows and AI-powered solutions.
• Data-driven CX optimization: analyze KPIs, drivers, behaviors to identify opportunities and measure impact.
• Scalable process design: map and optimize CX processes end-to-end for scale.
• Knowledge management: maintain accurate, clear, structured knowledge for AI and agents.
• Complex case & root-cause analysis: support resolution of complex issues and derive systemic improvements.
• Cross-functional collaboration: work with Product, Operations, Data & AI and other stakeholders to implement improvements.

Conocimientos

Analytical thinking

Data analysis

Project management

Communication

Collaboration

English proficiency

Educación

Bachelor’s degree in Engineering or analytical field

Herramientas

Excel

SQL

Python

Descripción del empleo

Klar is seeking a Senior CX Specialist to evolve and scale our Customer Experience operation. You will own initiatives end-to-end, using data, automation, and AI to identify opportunities, design solutions, and improve both the customer experience and operational efficiency.

This is a full-time position based in our Mexico City office with a hybrid model, therefore we are looking forward to seeing you in our office 2-3 times per week.