Senior CX & Digital Transformation Lead

Nissan; Ciudad de México; Híbrido; MXN 900 000 - 1 200 000; Tempo integral

Resumo da oferta

Nissan Mexico is seeking a CQ & Digital Transformation Sr. Specialist to identify, lead, and implement strategic initiatives improving customer satisfaction across the automotive journey.

You will transform feedback into actionable improvements by analyzing VoC data, surveys, and Mystery Shopper results. Responsibilities include leading cross-functional projects, developing business cases and dashboards, and driving digital transformation in collaboration with IT and business teams.

Qualificações

• 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.

Responsabilidades

• Analyze VoC data, surveys, verbatims, and Mystery Shopper feedback to identify trends and opportunities.
• Translate customer insights into actionable recommendations to enhance satisfaction and loyalty.
• Monitor SSI and CSI metrics and prepare executive dashboards and reports.
• Lead cross-functional projects focused on customer experience, process improvement, and transformation.
• Develop business cases, project plans, timelines, success metrics, and implementation strategies.
• Drive digital transformation initiatives that improve customer and dealer experiences across the journey.
• Identify opportunities to automate and redesign processes based on feedback and business needs.
• Collaborate with IT and business teams to implement customer-centric digital solutions.

Conhecimentos

Analytical skills

Project management

Cross-functional collaboration

English/Spanish proficiency

Formação académica

Bachelor's degree in Business Administration, Marketing, Industrial Engineering, Communications, Customer Experience, Data Analytics, or related field

Ferramentas

CRM platforms

Dashboard reporting tools

Descrição da oferta de emprego

Nissan Mexico is seeking a CQ & Digital Transformation Sr. Specialist to identify, lead, and implement strategic initiatives improving customer satisfaction across the automotive journey.

You will transform feedback into actionable improvements by analyzing VoC data, surveys, and Mystery Shopper results. Responsibilities include leading cross-functional projects, developing business cases and dashboards, and driving digital transformation in collaboration with IT and business teams.