Senior customer experience analyst

role purpose

this role serves as a technical expert on complex and specialized subjects, providing strategic support to management through the analysis, interpretation, and application of critical information. The position contributes directly to achieving divisional and corporate goals and supports or leads key projects by applying deep technical expertise.

key responsibilities

• act as a technical expert on complex topics within the area of specialization.
• source and analyze data from internal and external subject matter experts.
• conduct systematic, in‐depth research and analysis on issues of varying complexity.
• develop, lead, and communicate effective executive reports for key stakeholders, including senior leadership.
• support or lead strategic projects using best‐practice methodologies.
• ensure accurate interpretation and application of technical information for decision‐making.

additional responsibilities (ce scope)

this role also supports activities related to:

• ce business control
• ce portfolio management
• ce business planning
• iso compliance
• ce operating controls
• reporting requirements
• ce spend monitoring
• ce budget forecasting
• audit, risk, monitoring & coordination
• governance planning & execution (prioritization)
• portfolio planning & execution
• benefits & kpi management
• portfolio scope & change management
• portfolio program performance reporting
• quality assurance management
• project delivery frameworks, standards & risk
• resource management (fte utilization & assignment)

required qualifications

• fluent spanish and strong command of english .

strongly preferred qualifications

experience in one or more of the following areas:

• customer service
• customer experience
• marketing
• user experience
• project management
• product management

strong knowledge in at least two of the following:

• data analysis
• process mapping
• process design
• quality management
• project management
• go‐to‐market execution
• customer experience metrics (including nps)

key competencies

• analytical thinking
• effective communication
• project management
• results orientation
• executive reporting and synthesis
• collaboration and stakeholder management
• data‐driven decision‐making

internal & external interactions

• regular interaction with business teams, finance, engineering, quality, and senior leadership.
• coordination with internal and external subject matter experts depending on project needs.