Senior CX Specialist - Flexible, Patient Experience

Medtronic plc; Ciudad de México; Hybrid; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Flexible work arrangement

Job summary

Medtronic seeks a Senior Customer Experience Specialist in Mexico City to analyze and enhance the end-to-end customer journey. You will identify pain points, collaborate with Marketing, Sales, Digital, Operations, and Customer Support, and design initiatives to boost satisfaction and loyalty.

The role supports KPI development and data-driven CX improvements. The position offers a flexible work arrangement in Mexico City and requires 3+ years in CX, plus strong English proficiency and knowledge

Qualifications

• Bachelor’s degree in business administration, Marketing, Engineering
• 3+ years in Customer Experience, Service Design, Market Insights, Consulting, or related areas
• Fluent in English
• Experience with customer journey mapping and customer research methodologies
• Knowledge of CX metrics such as NPS, CSAT, CES, churn, LTV, and feedback programs
• Experience with CX platforms, journey mapping frameworks, or service design methodologies
• Knowledge of data analysis and visualization tools such as Excel, Power BI, or Tableau
• Experience facilitating workshops and conducting stakeholder interviews
• Experience in healthcare, MedTech, or regulated industries is advantageous

Responsibilities

• Map and analyze end-to-end customer journeys across multiple channels and touchpoints
• Identify customer pain points and improvement opportunities from qualitative and quantitative insights
• Support design and implementation of initiatives to enhance customer experience
• Analyze customer feedback data (NPS, CSAT, CES) to identify trends and opportunities
• Collaborate with Marketing, Sales, Digital, Operations, and Customer Support to implement CX improvements
• Develop, monitor, and report CX KPIs and dashboards
• Facilitate workshops and working sessions to gather insights and align stakeholders
• Contribute to fostering a customer-centric culture across the organization
• Document customer journeys, processes, and CX best practices

Skills

English

CX platforms

Data analysis

Workshop facilitation

Stakeholder interviews

Education

Bachelor's degree

Tools

Power BI

Tableau

Microsoft Excel

Job description

Medtronic seeks a Senior Customer Experience Specialist in Mexico City to analyze and enhance the end-to-end customer journey. You will identify pain points, collaborate with Marketing, Sales, Digital, Operations, and Customer Support, and design initiatives to boost satisfaction and loyalty.

The role supports KPI development and data-driven CX improvements. The position offers a flexible work arrangement in Mexico City and requires 3+ years in CX, plus strong English proficiency and knowledge