Digital Experience & Automation Lead (Monterrey)

Responsible for designing, implementing, and optimizing digital and self‑service solutions that elevate customer experience and enhance operational efficiency. Leads the adoption of AI‑driven and automated platforms, reducing assisted contacts and fostering a digital culture centered on the customer/Business Owner and the business.

Responsibilities

• Define the implementation and promotion strategy for digital, self‑service, and assisted service channels.
• Coordinate projects with IT to support the adoption of global platforms.
• Monitor, analyze, and report key metrics (adoption, usage, satisfaction, digital containment).
• Analyze CX processes to assess feasibility for migration to new channels.
• Evaluate, propose, and support the adoption of new technologies by BPOs (Business Process Outsourcing) and digital tools that impact user experience, ensuring a balance between cost and quality.
• Manage tools and channels – Manage key tools and platforms to maximize their use, drive adoption, and fully leverage their potential to enhance customer experience and operational efficiency.

Knowledge

• Implementation of technologies such as chatbots, intelligent FAQs, virtual assistants, and RPA (Robotic Process Automation).
• Knowledge of customer service platforms (e.g., Zendesk, Genesys, Salesforce).
• Expertise in digital transformation and change management.
• Service architecture and solution design, with a focus on channel and tool integration.
• Experience in methodologies such as Design Thinking and Lean UX.
• Project management using frameworks such as Scrum, Kanban, OKRs.

Requirements and Skills

• Education: Bachelor’s degree in Administrative or related fields.
• Experience: 3 to 5+ years leading digital projects, digital customer experience (CX), or process automation initiatives.
• Languages: Spanish and English (intermediate to advanced level).
• Skills: Strategic thinking and business vision, customer orientation and digital empathy, collaborative leadership with IT, UX, operations, and business teams, effective communication, resilience and adaptability to change, influencing skills to drive digital adoption, continuous improvement and innovation mindset.

Tipo de puesto: Tiempo completo

Sueldo: $50,000.00 - $59,000.00 al mes

Ventajas:

• Caja de ahorro
• Descuento de empleados
• Estacionamiento gratuito
• Horarios flexibles
• Seguro de gastos médicos mayores
• Trabajo desde casa
• Vales de despensa
• Vales de restaurante

Lugar de trabajo: remoto híbrido en Monterrey, N. L.