Senior Customer Experience (CX) Specialist
Medtronic
Medtronic seeks a Senior Customer Experience Specialist in Mexico City to analyze and enhance customer journeys across multiple channels. The role involves identifying pain points, supporting CX initiatives, and collaborating with cross-functional teams to improve customer satisfaction and loyalty.
Responsibilities
- Map and analyze end-to-end customer journeys across multiple channels and touchpoints
- Identify customer pain points and improvement opportunities using qualitative and quantitative insights
- Support design and implementation of customer experience enhancement initiatives
- Analyze customer feedback data to identify trends and actionable improvement opportunities
- Collaborate with cross-functional teams to implement CX improvements and develop performance dashboards
Requirements
- Bachelor's degree in business administration, marketing, or engineering
- Three or more years of customer experience, service design, or consulting experience
- Fluent in English
- Customer journey mapping and customer research methodology expertise
- Proficiency with CX metrics (NPS, CSAT, CES, churn, LTV) and feedback programs
- Data analysis and visualization skills in Excel, Power BI, or Tableau
- Healthcare or MedTech industry experience preferred
Vacante publicada el 9 días atrás
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