Senior CX & Digital Transformation Specialist

Nissan Motor Corporation; Ciudad de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Job summary

Nissan Mexicana is seeking a CQ & Digital Transformation Sr. Specialist at HQ CDMX. The role focuses on turning customer feedback into strategic improvements across the automotive customer journey.

You will analyze VoC data, surveys, and Mystery Shopper results to drive actionable changes and cross-functional initiatives. Ideal candidates combine strong analytical skills with project management, dashboards, and CX program leadership in a hybrid work model (4 days on-site / 1 day remote) and

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 satisfaction metrics.
• Experience leading cross-functional projects and transformation initiatives.
• Strong analytical skills to convert data into actionable business recommendations.
• Experience developing executive presentations, dashboards, and project documentation.
• Knowledge of customer journey mapping and CX improvement methods.
• Strong PM and stakeholder management abilities.
• Ability to manage multiple initiatives and drive results through influence.

Responsibilities

• Analyze VoC data, surveys, verbatims, and Mystery Shopper feedback to identify trends and opportunities.
• Translate insights into recommendations that improve customer satisfaction and loyalty.
• Monitor SSI and CSI metrics and prepare executive dashboards and reports.
• Lead cross-functional projects on customer experience, process improvement, and transformation.
• Develop business cases, plans, timelines, success metrics, and implementation strategies.
• Drive digital transformation to enhance customer and dealer experiences across journeys.
• Identify opportunities to automate and redesign processes based on feedback and needs.
• Collaborate with IT and business teams to deploy CX-centric digital solutions.
• Present progress and insights to senior leadership and stakeholders.
• Promote a customer-centric culture and support organizational change.

Skills

VoC analysis

Cross-functional leadership

Data analytics

Project management

Executive communication

Bilingual English/Spanish

Education

Bachelor's degree in Business Administration / Marketing / Industrial Engineering

Tools

CRM platforms

BI dashboards

Data visualization tools

Job description

Nissan Mexicana is seeking a CQ & Digital Transformation Sr. Specialist at HQ CDMX. The role focuses on turning customer feedback into strategic improvements across the automotive customer journey.

You will analyze VoC data, surveys, and Mystery Shopper results to drive actionable changes and cross-functional initiatives. Ideal candidates combine strong analytical skills with project management, dashboards, and CX program leadership in a hybrid work model (4 days on-site / 1 day remote) and