- Lead CX discovery workshops and requirements gathering sessions with business stakeholders
- Analyze customer journeys and identify opportunities for experience improvement
- Define business processes, functional requirements, and solution roadmaps
- Design and recommend Salesforce-based CX solutions across Sales, Service, Marketing, Experience, and Data platforms
- Collaborate with architects, developers, and project teams to ensure successful solution delivery
- Drive stakeholder alignment, change management, and user adoption initiatives
- Support testing, training, deployment, and post-implementation optimization activities
- Provide consulting expertise during presales, solutioning, and transformation engagements

Requirements
- 11 to 15 years of overall professional experience
- Strong experience in Customer Experience (CX) consulting and digital transformation programs
- Deep understanding of CRM and customer engagement processes
- Hands-on expertise in the Salesforce ecosystem and multi-cloud implementations
- Experience in customer journey mapping, business process design,



and requirements management
- Strong stakeholder management and executive communication skills
- Ability to bridge business and technology teams effectively
- Experience working in integral and cross-functional delivery environments
- Bachelor's Degree in Engineering, Business Management, Information Systems, or a related field
- Resilience, emotional intelligence, and focus on agile delivery
- Deep understanding of the difference between coding and engineering
- Advanced oral English
- Advanced Spanish
- Salesforce certifications are highly preferred
- Experience in Manufacturing, Automotive, Consumer Goods, Retail, or similar industries
- Exposure to Customer Data Platforms (CDP), Personalization, AI, and Analytics solutions
- Experience leading large-scale transformation programs across multiple geographies
- MBA or equivalent postgraduate qualification is desired
- Familiarity with cl

📌 Senior Business Analyst (Monterrey)
🏢 Jobtailor
📍 Monterrey