(CEN) SERVICE VISIBILITY AND AUTOMATION SPECIALIST

Job Description

Join CEMEX, a leading sustainable construction materials and solutions company, as a Specialist Service Visibility & Automation. You'll be responsible for the CEMEX Customer Experience Indicators and Service Visibility initiatives on a global scale, including Smart Service Center Dashboards and Service related KPIs, as well as Chatbot and AI Agent Assist use cases within Commercial Development. As a product owner, you'll closely coordinate with P&IT for emerging technologies, data, and analytics, and collaborate with the Customer Experience/Service Teams in our CEMEX regions. If you're passionate about delivering outstanding user experience and driving innovation in the construction materials industry, we invite you to join us in our mission.

This position can be located in other regions where Cemex operates, mainly Mexico, Europe or USA.

Main Responsibilities

• Ensure that customer experience indicators are optimized and aligned with the company's goals and objectives.
• Develop and implement smart service center dashboards, service-related KPIs, and automation use cases to improve service visibility and efficiency.
• Work closely with product owners, IT, and customer experience teams to ensure that service visibility and automation initiatives are properly aligned with company strategy.
• Identify opportunities to improve customer service and experience through data analysis, process improvements, and technology enhancements.
• Develop and maintain relationships with key stakeholders to ensure that service visibility and automation initiatives are properly prioritized and supported.
• Stay up-to-date with emerging technologies and industry trends to ensure that service visibility and automation initiatives are innovative and effective.

Position Challenges

• Working with multinational teams and diverse stakeholders.
• Managing multiple responsibilities and priorities.
• Adapting strategies quickly to address project dynamics and emerging challenges.
• Maintaining effective communication and coordination with various teams and stakeholders.
• Staying up-to-date with emerging technologies and industry trends.

Qualifications

• Bachelor’s degree in engineering, mathematics, or comparable.
• Master’s degree, ideally with a specialization in Data or Artificial Intelligence.
• At least 5 years of work experience with at least 3 years of experience in jobs related to customer service, commercial development, sales, Processes & IT.
• Experience in Customer Service areas or related.
• Proficiency in English (Fluent), Data Analysis, Power BI, and Communication Skills.
• Preferred skills in Spanish (Advanced), Data Architecture, Large Language Models, Programming skills, Work experience in construction/building materials, and Artificial Intelligence.

Internal/External Relations

INTERNAL

• Global Commercial Development teams
• P&IT Global and Regional teams
• Regional Customer Experience and Data teams

EXTERNAL

• Neoris
• External technology vendors
• Consultants

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.