Senior Analyst, CX Consumer Care Apodaca,Nuevo León,MEX Consumer/Customer Care (20000005)

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2025, the company reported approximately $16 billion in annual net sales - close to 90% of which were in the Americas - 41,000 employees, and 35 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

The team you will be a part of

The Consumer Care team provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer enquiries and complaints fairly and effectively. Provides product and service information to customers and identifies up selling opportunities to maintain and increase income streams from customer relationships.

This role in summary

The Senior Analyst for CX LAR Analytics serves as a critical link in the organization, responsible for connecting the dots between diverse streams of consumer feedback and strategic business intelligence to drive informed decision-making.

In this capacity, the position is required to conduct comprehensive deep dives into granular data collected from multiple consumer touchpoints—including structured surveys, call center interactions, and social media engagement. By synthesizing this information, the analyst identifies emerging market trends and pinpoints specific friction records within the consumer journey.

The ultimate objective of this role is to provide highly actionable insights and data-driven recommendations that empower cross-functional teams to resolve service gaps and consistently deliver a superior, seamless consumer experience across the LAR region.

Your responsibilities will include

Data Synthesis & Analysis: Extract and analyze data from the VoC ecosystem (NPS, CSAT, CES), providing a clear view of the consumer sentiment across different stages of the journey.

Multichannel Insight Generation: Process and interpret unstructured data from various sources, including speech-to-text transcripts, chat logs, and social media comments.

Root Cause Identification: Perform deep-dive analyses to correlate consumer pain points with operational data, helping to identify the "why" behind detraction.

Reporting & Dashboards: Develop and maintain high-quality dashboards (PowerBI/Tableau) and reports that communicate insights effectively to stakeholders and leadership.

Action Plan Support: Support cross-functional teams (Product, Logistics, Marketing) by providing the necessary data to build and track the success of improvement initiatives.

Closed-Loop Monitoring: Oversee the operational health of "close-the-loop" processes, ensuring that consumer feedback leads to internal learning and resolution..

Cross-Functional CX Project & Follow-up: Lead the end-to-end tracking and PMO execution of CX improvement projects across different operational departments, ensuring strict adherence to timelines, deliverables, and resolution metrics.

Minimum requirements

• 1. Bachelor's degree in Business Administration / Engineering in Administration / Related.
• 2. English - Business Conversations
• 3. 1 to 2 years of experience in the position or related
• 4. Analytic thinking
• 5. Proven ability to drive cross-functional projects, hold operational teams accountable, and ensure strict follow-up on action plans.
• 6. Negotiation & Influence and build alignment without direct authority.
• 7. Solid experience analyzing VoC ecosystem metrics (NPS, CSAT, CES) and translating raw data into proposal project business cases.

Preferred skills and experiences

• 1. Data Analytics
• 2. Customer Insights knowledge
• 3. Market Research
• 4. Advance BI Tools (Power BI, Tableau)
• 5. Analytical Mindset
• 6. Communication skills
• 7. Language skills

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.

Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.