(CEN) CUSTOMER INSIGHTS ANALYST

Job Description

Enabling exceptional customer loyalty and satisfaction in Cemex globally, through metrics implementation and analysis, and encouraging positive interactions between Cemex and its customers through action plans of improvements and remediation. Responsible for managing the ecosystem of customer feedback technologies, processes and practices, improving the overall customer experience by evolving the voice of the customer program to a north star, by defining and following up its roadmap of execution.

Main Responsibilities

• Coordinate Action Plans and follow up on their results. 
• Provide clear and precise information to regions on key indicators and promote the communication of best practices. Escalate complex problems to appropriate areas for further investigation and resolution.
• Collect and analyze customer feedback to identify areas for improvement in products, services and interactions.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Collaborate with cross-functional teams to implement improvements based on customer feedback, improving overall customer satisfaction.
• Proactively interact with customers to build and foster positive relationships, ensuring they feel valued and understood.
• Follow up with customers to gather feedback after interactions and ensure their expectations are met or exceeded.
• Adhere to established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions.
• Provide recommendations for continuous process improvements to improve efficiency and customer satisfaction.
• Maintain accurate and detailed records of customer interactions, feedback, and resolutions in the company's customer relationship management system.

Position Challenges

Coordination of action plans with those responsible for each region, organizational and data silos, Open/close the loop process for surveys, Crossing and integration of data to CX key indicators, influencing other areas.

Qualifications

• A bachelor's degree in marketing, communications, advertising, industrial engineering, business management or a related field is preferred.
• At least 3 years of professional experience, and at least 2 as a customer experience analyst or a similar customer service position.
• Extensive experience collecting and interpreting customer experience information.
• Solid knowledge of online customer service platforms and channels.
• Proficient in MS Office, as well as CX and CRM software, such as Qualtrix CustomerXM.
• Exceptional interpersonal skills and a client-focused approach.
• Great organizational and time management skills.
• Excellent communication, collaboration and problem-solving skills.
• Fluent English, written and spoken, presentation skills, public speaking, self-motivated.

Internal/External Relations

INTERNAL

• Global Commercial Areas, OHR, Supply Chain, P&IT, Global CX Teams.
 

EXTERNAL

• Technology providers (Ex. Qualtrics)

CEMEX Diversity and Inclusion Statement

At CEMEX, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, we address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy / maternity / paternity, and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of CEMEX employees.