CQ & Digital Transformation Sr. Specialist

Location(s): HQ CDMX
Job Schedule: Hybrid (4 days on-site / 1 day remote)
Education Requirement: Bachelor's Degree in Business Administration, Marketing, Industrial Engineering, Communications, Customer Experience, Data Analytics, or related field.
Sponsorship: Not Available

We are currently looking for a CQ & Digital Transformation Sr. Specialist to join our team at HQ. This position will be responsible for identifying, leading, and implementing strategic initiatives that improve customer satisfaction and customer experience across the automotive customer journey.

The role transforms customer feedback into actionable business improvements by analyzing Voice of Customer (VoC) data, customer survey verbatims, Mystery Shopper findings, and other customer experience measurement tools. The ideal candidate combines strong analytical capabilities with exceptional project management skills, demonstrating the ability to manage multiple initiatives simultaneously while maintaining a customer-centric mindset and driving organizational change.

A Day in the Life:

• 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

Who We're Looking For:

Required:

• 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.

Desired:

• Experience within the automotive industry.
• Knowledge of SSI, CSI, NSSW, Mystery Shopper programs, and customer satisfaction methodologies.
• Experience with CRM platforms and digital customer experience tools.
• Experience driving digital transformation and process improvement initiatives.
• Familiarity with customer analytics, business intelligence, and dashboard reporting tools.
• Experience working with dealer networks and customer-facing operations.
• Strong change management, facilitation, and consulting skills.
• Experience implementing customer-centric initiatives with measurable business impact.

https://www.youtube.com/watch?v=PXuame0vwiw&list=PLki2k0CDxrPe8V6WmEeEdhj1fosRD-JQa