Description

The Customer Experience Professional is responsible for delivering operational excellence through data-driven insights, proactive issue resolution, and continuous improvement initiatives. This role supports team leaders by providing timely operational reports, following up on corrective actions, and leading structured improvement efforts using Kaizen, Poka Yoke, and Six Sigma methodologies.

Responsibilities

Operational Reporting & Analysis

- Generate and distribute daily, weekly, and monthly operational reports to CX leadership.
- Analyze trends and identify root causes of order fulfillment issues.
- Track live SBNB fallouts and provide visibility into fulfillment gaps.

Issue Resolution & Follow-Up

- Collaborate with CX, ISC, and IT teams to address order fulfillment challenges.
- Lead follow-up actions and ensure resolution of escalated cases (e.g., RMA delays, billing errors, pricing discrepancies).

Continuous Improvement Leadership

- Facilitate Kaizen events and deploy Poka Yoke solutions to eliminate recurring errors.
- Lead Six Sigma Green Belt projects focused on process optimization and customer satisfaction.




- Maintain and evolve the deployment framework for improvement initiatives across hubs.

Cross-Functional Collaboration

- Partner with CX, ISC, and IT teams to align on improvement goals and execution plans.
- Act as a focal point for regional and integral initiatives, including tariff efforts and dashboard enhancements.

Training & Enablement

- Support training efforts for Agent of the Future, Kaizen, Poka Yoke, and Green Belt fundamentals.

Qualifications

MUST HAVE

- Bachelor’s degree in Business, Engineering, or related field.
- 3+ years of experience in Customer Experience or Operations.
- Proven experience in data analysis and reporting tools (Excel, Tableau, SAP).
- Six Sigma Green Belt certification or equivalent experience.
- Strong understanding of Kaizen and Poka Yoke methodologies.
- Excellent communication and stakeholder management skills.

NICE TO HAVE

- Experience with SAP, Salesforce, Tableau
Familiarity with automation tools and live dashboards (e.g., NEX, Celonis).
Ability to lead cross-functional projects and influence change.

LI-Hybrid

📌 Cust Exp Professional (San Luis Potosí)
🏢 Honeywell
📍 San Luis Potosí