Customer Experience Coordinator

Responsibilities

• Design, implement, and monitor customer experience improvement initiatives across all touchpoints.
• Monitor and analyze CX indicators such as NPS, CSAT, and CES to identify insights and opportunities.
• Coordinate with internal departments including Marketing, Operations, IT, and Commercial to execute customer-centric strategies.
• Map and optimize customer journeys to ensure consistent and frictionless experiences.
• Manage the Voice of the Customer (VoC) by integrating feedback from surveys, complaints, and other channels.
• Drive a customer-centric culture through training, internal communication, and initiative follow-up.
• Execute action plans derived from customer insights to ensure continuous improvement.

Requirements

• Strong understanding of CX KPIs (NPS, CSAT, CES).
• Proficiency in database management.
• Experience with programming languages such as Python or R.
• Ability to use data visualization tools like Tableau or Power BI.
• Knowledge of applied statistics.
• Experience in customer journey mapping and VoC management.

About the Company

Grupo Chedraui is a leading Mexican company with a solid presence in both Mexico and the United States. We offer an environment full of opportunities for professional growth and development, valuing talent across all dimensions and fostering an inclusive workplace.