Sr. Business Architect (CX)

Quona Capital; Ciudad de México; Híbrido; MXN 893.000 - 1.339.000; Jornada completa

Descripción de la vacante

Klar in Mexico City is seeking a Senior CX Specialist to evolve and scale our Customer Experience operations. You will own initiatives end-to-end, leveraging data, automation, and AI to improve customer journeys and operational efficiency.

This full-time hybrid role requires collaborating across teams, designing scalable CX processes, and driving KPI-driven improvements while building knowledge for AI and support agents.

Formación

• 5+ years of CX or customer operations experience.
• Strong analytical mindset with data-driven decision making.
• Experience with automation or AI in customer support.
• Strong skills mapping and optimizing processes for scale.
• Experience organizing knowledge for AI and support teams.

Responsabilidades

• End-to-End Project Ownership: Lead CX projects from problem identification to design, implementation, measurement and iteration.
• AI & Automation: Design, test, and implement automated workflows and AI-powered solutions to improve customer journeys and reduce effort.
• Data-Driven CX Optimization: Analyze KPIs, contact drivers, customer behavior, and trends to identify opportunities.
• Scalable Process Design: Map and optimize CX processes end-to-end for scalable operations.
• Knowledge Management: Improve knowledge used by AI and support agents.

Conocimientos

Data analysis

Automation

AI implementation

Project management

Customer experience

Knowledge management

Descripción del empleo

About Klar

We're turning one of the world's largest underbanked markets into something fairer, simpler, and more transparent.

7 million users served since 2019. Uber's first global credit card, built right here in Mexico. Klar Empresarial, a brand-new B2B solution - Klar Empresarial - bringing agile credit and smart accounts to SMEs who've been ignored by traditional banks for too long. And a full banking license on the horizon, because our customers asked for it and we listened.

We move fast, we think big, and we go all in, because as our CEO puts it: "Growing doesn't always mean going further. Sometimes it means going deeper."

Behind all of it is a team of 30+ nationalities, working across Mexico City, Berlin, and Argentina, obsessed with building financial products that are simpler, faster, and fairer than anything that came before.

This is Klar, and we're seeking the people who'll write the next chapter.

Our people

If you join us at Klar, you'll be welcomed to a team that is rich in many talents and we are very proud! With our head office in Mexico City, and remote tech hubs in Berlin and Argentina, we are always learning something new about another culture or language. With so many people from different backgrounds and walks of life (young professionals, parents, LGBTQ+, neurodivergence), you'll definitely find your people here!

and walks of life (young professionals, parents, LGBTQ+, neurodivergence), you'll definitely find your people here!

Our values

Ownership - We own our successes & our failures as a team.

Excellence - We do everything to the best of our ability & always seek to achieve a new level of excellence in our work.

Inclusion - We believe we are stronger together and actively work to promote a safe, diverse, inclusive, and respectful culture.

Customer Obsession - We understand the value Klar can bring to its customers & it's always at the forefront of our decisions.

Klarity - We communicate clearly & with authenticity. It's in our name & it's what we do.

The position and your daily adventures

As a Senior CX Specialist, you will play a key role in evolving and scaling 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.

What you can expect:

As a Senior CX Specialist, you will play a key role in evolving and scaling 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.

Your main responsibilities will include:

• End-to-End Project Ownership: Lead complex CX projects from problem identification and analysis through solution design, implementation, measurement, and iteration. Projects may include automation pilots, new support flows, escalation frameworks, QA improvements, and other initiatives aimed at improving and scaling the operation.
• AI & Automation: Design, test, and implement automated workflows and AI-powered solutions that improve customer journeys, increase self-service, and reduce operational effort and resolution times. Monitor AI performance and partner with Data & AI teams to continuously improve existing solutions and launch new capabilities.
• Data-Driven CX Optimization: Analyze operational KPIs, contact drivers, customer behavior, and trends to identify opportunities and root causes. Translate insights into prioritized initiatives and measure their impact on customer experience and operational performance.
• Scalable Process Design: Map and optimize CX processes end-to-end, identifying opportunities for simplification, standardization, automation, and self-service. Design solutions that enable the operation to scale without proportionally increasing complexity or manual effort.
• Knowledge Management: Own and continuously improve the knowledge used by both AI and support agents,