(CEN) CUSTOMER INSIGHTS MANAGER

Job Description

As a Customer Insights Manager, you will be responsible for creating a design of how customers interact with the business by analyzing data captured through various customer interaction and customer involvement. These will be captured through various channels such as customer satisfaction surveys, feedback forms, product reviews, targeted studies, observational studies, or voice of customer research. The goal is to teach the organization about the customer.

Main Responsibilities

• Drive a best-in-class Voice of the Customer Program, orchestrate continuous improvement actions based on the feedback management cycle, influence stakeholders and make internal synergies to communicate and showcase customer experience metrics such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction) drivers.
• Define and supervise the feedback strategy for CEMEX’s commercial development process, including analog and digital experiences.
• Own the Customer Feedback Management platforms and tools
• Lead the UX Research operation practice: process streamlining, documentation and evolution, and define the agenda and project pipeline management for the commercial development area.
• Identify and engage potential areas and establish a knowledge transfer agenda.
• Collaborate with CEx regional areas, UX Design team and other related areas.
• Integrate insights to provide a comprehensive overview on users’ behavior, needs and facilitate data-oriented design decisions.
• Be a Customer Experience Expert: understand CEMEX customer journeys, service manifestos, case management, value propositions, etc.
• Participate in the Customer Experience/Service Committees to showcase the most impacting actions and commit to support
• Support monthly or quarterly reporting, all executive presentations, culture communications, etc.

Position Challenges

• Influencing other areas
• Deliver actionable insights
• Provide a balanced perspective between customers’ needs and business requirements
• Involve stakeholders in research activities.
• Provide a user-focused point-of-view in conversations with other teams
• Advance the UX maturity level in the organization

Qualifications

• Academic Background: Bachelor’s degree in design, marketing, innovation, psychology, social sciences or equivalent practical experience. Master’s degree (desirable) in Human Center Design, Innovation, or Design Management.
• Areas of expertise: at least 5 years of practical experience in user research/user experience and 2 or more years managing design/research teams.

Technical skills:

• Experience with qualitative and user-centered methodologies; one-to-one interviews, usability testing, survey design, heuristic analysis, etc.
• Desirable data analytics and agile methodology
• Experience using data and metrics to draw business insights
• Experience designing and facilitating workshops.
• Fluency in English
• Proven written and verbal communication skills to convey key insights from analysis

Soft Skills:

• Academic Background: Master’s degree (desirable)
• Areas of expertise: at least 5 years of practical experience in staff areas like Customer Experience, Planning, Communication, and 2 or more years managing user research/user experience. General knowledge of topics related to Customer Centricity

Internal/External Relations

Internal:

• Product Management
• UX &Product Design
• Customer Experience
• Digital Marketing
• Sales and Operations

External:

• CEMEX customers
• Consultants and UX agencies (occasionally)
• Experience Management Platform Partners

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.