📌 Core Information
🔹 Job Title: Customer Experience Specialist Sr.
🔹 Company: NEORIS
🔹 Location: Mexico
🔹 Job Type: On-site
🔹 Category: 🎧 Customer Experience (CX)
🔹 Date Posted: Tue Apr 01 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Hybrid
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Leading initiatives to improve customer experience through customer journey mapping and buyer persona development.
- Utilizing Lean, Six Sigma, and Agile methodologies to optimize customer journey processes.
- Conducting qualitative and quantitative research to collect data on customer experiences.
- Collaborating with multidisciplinary teams to align initiatives with organizational strategy.
ASSUMPTION: The role likely involves significant interaction with various departments to ensure customer experience initiatives are seamlessly integrated throughout the organization.
📋 Key Responsibilities
✅ Lead initiatives aimed at enhancing customer experience.
✅ Map and analyze customer journeys and define buyer personas.
✅ Optimize key processes with Lean, Six Sigma, and Agile techniques.
✅ Perform qualitative and quantitative research on customer experiences.
✅ Collaborate with multidisciplinary teams for continuous improvement projects.
✅ Foster a customer-centric culture within the organization.
✅ Conduct client studies using surveys, interviews, and data analysis to refine customer insights.
ASSUMPTION: Responsibilities likely require strong leadership and analytical capabilities to identify improvement areas effectively.
🎯 Required Qualifications
Education: Bachelor's degree in Industrial Engineering or related fields. Certification in Lean & Six Sigma (Yellow Belt) is required.
Experience: Minimum of 3 years of proven experience in process improvement initiatives, preferably in the services sector.
Required Skills:
- Strong command of Lean, Six Sigma, and Agile methodologies.
- Advanced data analysis and statistical analysis skills, including proficiency in Excel.
- Experience with project management tools like Project or Asana.
- High proficiency in spoken and written English.
Preferred Skills:
- Certification in Agile methodologies.
- Basic knowledge of data visualization tools like PowerBI.
ASSUMPTION: The emphasis on methodological certifications suggests a highly structured approach to process improvement is valued.
💰 Compensation & Benefits
Salary Range: Not specified
Benefits:
- Full legal benefits.
- Comprehensive benefits package.
- Wellness program.
- Opportunities for professional development.
Working Hours: 40 hours per week
ASSUMPTION: While specific salary details are not provided, the benefits package suggests a competitive offering typical of the IT consulting industry.
📌 Applicant Insights
🔍 Company Context
Industry: IT Services and IT Consulting
Company Size: 5,001-10,000 employees, offering significant internal growth opportunities.
Founded: 2000
Company Description:
- NEORIS is a global innovation consulting company focusing on creating digitally-enabled strategies.
- Has a multicultural startup culture fostering innovation and continuous learning.
- Operates in 11 countries with over 4,000 professionals.
Company Specialties:
- Digital Transformation
- Business and IT Consulting
- SAP Services and Customer Relationship Management
Company Website: http://www.neoris.com
ASSUMPTION: The company's size and global presence suggest robust infrastructure for employee support and career advancement.
📊 Role Analysis
Career Level: Senior Specialist overseeing customer experience initiatives.
Reporting Structure: Likely reports to a higher-level director or manager within the customer experience or service operations division.
Work Arrangement: Hybrid setup requiring presence on-site as needed.
Growth Opportunities:
- Movement into management roles within customer experience.
- Opportunities in other business consulting functions.
- Enhancement of skills through diverse project exposure.
ASSUMPTION: The hybrid work arrangement implies a degree of flexibility, enhancing work-life balance.
🌍 Location & Work Environment
Office Type: Modern, collaborative workspaces designed for team interactions.
Office Location(s): Specific to Mexico, with potential travel to other NEORIS offices worldwide.
Geographic Context:
- Located within a central business district with access to major transport links.
- Part of a global network, providing an international work environment.
- Opportunities for cross-country collaborations due to multiple global locations.
Work Schedule: Standard workday with some flexibility for project needs.
ASSUMPTION: The working environment suggests opportunities for diverse cultural interactions and collaborations.
💼 Interview & Application Insights
Typical Process:
- Initial application through online submission.
- Screening by HR for initial qualification checks.
- Technical and behavioral interviews.
Key Assessment Areas:
- Understanding of customer journey mapping and process optimization.
- Proficiency in Lean, Six Sigma, and Agile methodologies.
- Ability to work in cross-functional teams.
Application Tips:
- Emphasize experience with process improvement in your resume.
- Highlight certifications in Lean, Six Sigma, and other relevant areas.
- Prepare examples of past projects showcasing your analytical skills.
ATS Keywords: Customer Experience, Process Improvement, Lean, Six Sigma, Agile, Data Analysis
ASSUMPTION: Emphasis on certifications indicates a focus on technically skilled candidates.
🛠️ Tools & Technologies
- Project management tools like Asana and Microsoft Project.
- Data visualization software such as PowerBI.
- Advanced MS Excel for statistical analysis.
ASSUMPTION: The role demands proficiency in both analytical tools and project management applications to facilitate comprehensive process improvement initiatives.
👔 Cultural Fit Considerations
Company Values:
- Innovation and excellence in customer service.
- Commitment to continuous learning and improvement.
- Emphasis on collaboration and cultural diversity.
Work Style:
- Highly collaborative with a focus on teamwork.
- Perseverance in achieving long-term goals.
- Adaptability to changing project demands and environments.
Self-Assessment Questions:
- Am I experienced in managing and analyzing complex data to drive process improvements?
- Do I possess the collaborative spirit necessary for working in diverse teams?
- How comfortable am I with using and learning new technologies and methodologies?
ASSUMPTION: The company culture attracts candidates with a strong drive for innovation and teamwork.
⚠️ Potential Challenges
- Balancing multiple projects simultaneously.
- Integrating new CX strategies across multinational teams.
- Maintaining client satisfaction during rapid organizational changes.
- Adapting to a fast-paced, evolving digital environment.
ASSUMPTION: The role may require robust change management skills due to frequent technological innovations and consumer expectations.
📈 Similar Roles Comparison
- Similar roles in IT consulting may focus more on technical rather than process optimization skills.
- Customer Experience Managers often manage larger teams and strategic direction.
- Process Improvement Analysts may be more focused on internal operations than client-facing processes.
ASSUMPTION: The role bridges both strategic and operational aspects, distinguishing it from similar positions that might not engage as deeply with cross-functional initiatives.
📝 Sample Projects
- Redesigning a global travel company’s customer journey to improve satisfaction scores.
- Implementing a Lean Six Sigma project to reduce service delivery time for a financial services firm.
- Developing an Agile workflow for faster implementation of IT solutions in a multinational enterprise.
ASSUMPTION: Sample projects likely reflect broad industry applications, spotlighting the variability and scope of potential assignments.
❓ Key Questions to Ask During Interview
- What are the most significant customer experience challenges currently faced by the company?
- Can you share examples of successful past projects in the customer experience team?
- How does the company measure the effectiveness of customer experience initiatives?
- What opportunities are there for further training and certification within the role?
- What technologies does NEORIS plan to introduce to enhance customer experiences?
ASSUMPTION: Inquiring about specific challenges and measures reflects a deeper interest in impact and effectiveness.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Ensure your CV highlights relevant experience and certifications.
- Prepare for interviews with examples of past achievements in customer experience improvements.
- Be ready to discuss your approach to handling complex CX challenges.
- Connect with NEORIS employees via LinkedIn for insights into company culture and expectations.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
