Lead the structuring, development and governance of customer-centric culture initiatives, ensuring strategic alignment and consistency over time.
Serve as the focal point/interface between CX, People & Culture, operational areas and leadership, translating experience guidelines into practical culture-building actions.
Plan, organize and monitor the roadmap of internal culture and engagement initiatives, ensuring prioritization, cadence and delivery of value.
Define, track and analyze culture and CX metrics, supporting decision-making with a critical and executive perspective.
Curate content, narratives and internal communications related to the customer experience, ensuring consistency with the company’s strategy.
Connect learnings from the customer journey with internal processes, rituals, forums and organizational practices, promoting behavior and mindset change.
Support the structuring and updating of playbooks, guidelines and learning paths related to customer experience and organizational culture.
Engage internal stakeholders and external partners in initiative execution, acting as a facilitator, coordinator and custodian of the CX culture strategy.
Actively contribute to the design and evolution of the CX governance model, supporting forums, rituals and monitoring mechanisms.

Bachelor’s degree in Business Administration, Marketing, Communications or CX (completed).
Previous experience in areas such as organizational culture, CX, governance, internal programs, engagement or strategic communication.
Ability to think systemically, connect the dots and structure initiatives in complex environments.
Experience or interest in governance models, metrics and the management of organizational rituals is a plus.
Proficiency in English or Spanish is a plus.

Senior Customer Experience Analyst

Key skills