**Purpose**:
- Lead the design and execution of Voice of Customer (VoC) and Voice of Distributor (VoD) programs to capture actionable insights across the customer and ABO journey.
- Translate feedback into data-driven, scalable experience solutions that improve satisfaction, loyalty, and operational efficiency.
- Drive the development and adoption of self-service tools and digital experiences that empower customers and ABOs.
- Collaborate cross-functionally to embed customer intelligence into business decisions and ensure continuous improvement of the end-to-end experience, with strong follow-up to guarantee the implementation of selected improvement initiatives
**Primary Responsibilities**:
- Design, implement, and manage VoC programs across all key touchpoints, ensuring continuous listening and actionable insights.
- Lead journey mapping and experience diagnostics to identify pain points and drive meaningful improvements that enhance the end-to-end customer experience.
- Translate insights into prioritized experience improvement roadmaps in collaboration with CX, Product, Sales, and IT teams.
- Oversee the development and optimization of self-service platforms (e.g., chatbots, knowledge bases, mobile tools) to enhance digital engagement and reduce service friction.
- Define and monitor experience KPIs (e.g., CSAT, NPS, CES, FCR, digital adoption, cost-to-serve) and ensure alignment with business outcomes.
- Ensure governance of feedback management processes, including escalation protocols, feedback-to-action cycle tracking, and stakeholder communication.
- Partner with training and communications teams to drive awareness, adoption, and usage of CX tools and platforms.




**Requirements**:
**KNOWLEDGE**:
- Bachelor´s Degree Business Administration, Marketing, Customer Experience, Data Analytics, Service Design, or related field.
- 7+ years in CX, VOC programs, service design, or customer insights.
- Deep understanding of customer experience strategy, VoC methodologies, and service design principles.
- Knowledge of digital CX tools and platforms (e.g., Medallia, Qualtrics, Salesforce, chatbot frameworks).
- English (Advanced) / Spanish (Advanced) / Portuguese (Basic)
**SKILLS**:
- Strong analytical and storytelling skills; ability to translate data into actionable insights.
- Proficiency in journey mapping, experience design, and CX performance measurement.
- Skilled in stakeholder engagement, cross-functional collaboration, and change management.
- Experience with data visualization and reporting tools (e.g., Power BI, Tableau).
**ABILITIES**:
- Strategic Thinking - Ability to connect insights to enterprise goals and long-term transformation.
- Influence Without Authority - Capable of driving alignment and action across diverse teams and leadership levels.
- Customer Obsession - Deep empathy for customers and ABOs, with a passion for improving their experience.
- Agility & Innovation - Comfortable navigating ambiguity, testing new ideas, and adapting quickly to change.
- Leadership - Inspires
**Benefits**:Food vouchers, restaurant tickets, 3 days of home office, adaptable Fridays, medical and life insurance, annual bonus, discount on our products, 3 additional days off and an annual wellness benefit among others.
Work Location: Hybrid remote in 66150, Las Vivenzias, N. L.

📌 Voice of Customer & Experience Solutions Lead (México)
🏢 Amway de Méxicode CV
📍 México