Senior CX & Digital Transformation Lead

Nissan Motor Corporation; Ciudad de México; Hybrid; MXN 450,000 - 750,000; Full time

Job summary

Nissan Mexicana seeks a CQ & Digital Transformation Sr. Specialist to lead strategic initiatives that enhance customer satisfaction across the automotive journey.

You will transform feedback into actionable improvements by analyzing VoC data, surveys, and Mystery Shopper results while collaborating with IT and business teams. The role requires strong analytics, project management, and the ability to drive multiple initiatives with a customer-centric mindset.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Industrial Engineering, Communications, Customer Experience, Data Analytics, or related field.
• Experience analyzing customer feedback, VoC programs, customer surveys, and customer satisfaction metrics.
• Experience leading cross-functional projects and transformation initiatives.
• Strong analytical skills with the ability to convert data into actionable business recommendations.
• Experience developing executive presentations, dashboards, business cases, and project documentation.
• Knowledge of customer journey mapping and customer experience improvement methodologies.
• Strong project management and stakeholder management skills.
• Ability to manage multiple initiatives simultaneously and drive results through influence.
• Experience collaborating with business and technical teams.
• Professional proficiency in English and Spanish.

Responsibilities

• Analyze Voice of Customer (VoC) data, customer surveys, verbatims, and Mystery Shopper feedback to identify trends and improvement opportunities.
• Translate customer insights into actionable recommendations that enhance customer satisfaction and loyalty.
• Monitor key customer satisfaction metrics, including SSI and CSI, and prepare executive dashboards and reports.
• Lead cross-functional projects focused on customer experience, process improvement, and business transformation.
• Develop business cases, project plans, timelines, success metrics, and implementation strategies.
• Drive digital transformation initiatives that improve customer and dealer experiences across the customer journey.
• Identify opportunities to automate, simplify, and redesign processes based on customer feedback and business needs.
• Collaborate with IT and business teams to implement customer‑centric digital solutions and technologies.
• Present project progress, recommendations, and business insights to senior leadership and key stakeholders.
• Promote a customer‑centric culture while supporting organizational change and continuous improvement initiatives.

Skills

VoC analysis

Cross-functional leadership

Project management

Data analytics

Executive presentations

Stakeholder management

English & Spanish

Education

Bachelor's degree

Tools

CRM platforms

BI dashboards

Digital transformation tools

Job description

Nissan Mexicana seeks a CQ & Digital Transformation Sr. Specialist to lead strategic initiatives that enhance customer satisfaction across the automotive journey.

You will transform feedback into actionable improvements by analyzing VoC data, surveys, and Mystery Shopper results while collaborating with IT and business teams. The role requires strong analytics, project management, and the ability to drive multiple initiatives with a customer-centric mindset.