Categories: Automotive, Customer Experience, Data Analysis

Location: Mexico City

Job Schedule: Onsite: 4 days in the office and 1 day working from home

Education Requirement: Bachelor’s degree in Administration, Marketing, Business or related field.

Sponsorship: No

THIS IS NISSAN

Summary

The Customer Quality Specialist is the responsible for analyze and implement projects  driven by customer feedback collected through surveys, Mystery Shopper and other analysis. The main objective is improving customer satisfaction, identifying experience gaps, and driving service excellence across the sales and service process. This role is analytical, detail-oriented, and passionate about the implementation of technology and customer experience focus in Customer Centricity.

A Day in the Life:   

• Manage VoC survey programs (NPS, Top Box, CSAT) across customer touchpoints to gather meaningful feedback (email, whatssap , social media), analyze quantitative and qualitative survey data to identify trends, pain points, and opportunities for improvement.
• Work closely with internal teams (Field team and support team) to communicate findings (different projects VOC, NSSW, Mystery Shopper, Service Tablet, NCAR, etc) and bringing support to the network dealers.
• Monitor and track customer satisfaction KPIs for projects (such as VOC, NSSW, Mystery Shopper, Service Tablet, NCAR, etc.). Develop and continuously improve regular reports and dashboards for stakeholders. Support Hot Alerts and post-feedback VOC closed-loop processes by identifying at-risk customers, ensuring timely follow-up, and resolving their complaints effectively.
• Conduct root cause analysis on recurring issues raised through surveys or other feedback channels or projects.
• Collaborate with CX team to align rules of data base to improve feedback collection and interpretation methods.
• Continuously optimize survey design, timing, and distribution to improve response rates and data accuracy.
• Ability to manage multiple tasks, meet deadlines, and maintain organized documentation.
• Implement and analyze Mystery Shopper project with ongoing monitoring of results to support strategies for the continuous improvement of the customer experience key touch points including since purchasing to service.
• Business process reengineering customer journey maps (NSSW) and recommend digital  and phygitals enhancements aligned with business.
• Drives continuous improvement through data driven insights, particularly in digital experiences (NCAR, Service Tablet, Apps, tablets, etc).

Who We’re Looking for:

Required:

• Bachelor’s degree in Administration, Marketing, Business or related field.
• Experience 3- 5 years in project management or customer experience process, digitalization, automatization, survey program management or index management.
• Excellent communication and presentation skills.
• Strong analytical skills with proficiency in Excel, survey platforms and data visualization tools (e.g., Power BI, Tableau).
• Detail-oriented with a high level of accuracy in reporting and analysis.
• Strong collaboration skills and the ability to negotiate cross-functional teams.
• Intermediate business English for supplier and internal interactions with NML / NNA team
• Occasional travel for workshops in Dealer or team collaboration (Mexico)

Desired:

• Experience with CRM systems (e.g., Salesforce).

Reporting line: Sr. Manager Customer Quality

What You’ll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

                                                                              

Rewards: Nissan offers a comprehensive benefits package to support the well-being and success of our employees, with offers that may vary by location and role.

Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

By applying for the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets and information involved in the role. This includes, but is not limited to, proprietary information, financial data, and other assets requiring safeguarding. Nissan Mexicana and its subsidiaries assure confidentiality and compliance with all legal requirements regarding the use of such information.  By applying for this position, you are consenting to this check.

NISSAN FOR EVERYONE
 People are our most valuable assets, and diversity and inclusion are essential to maximizing the power of each team member. Our Corporate Diversity Initiative ensures our workplace meets the unique needs of our employees and customers. We are committed to creating a culture where everyone belongs and feels respected, valued, and heard.

Nissan values inclusion in all areas of our business, striving to mirror the diversity of our customer base and communities. Join us in our commitment to diversity and inclusion.

THIS IS NISSAN:

https://www.youtube.com/watch?v=PXuame0vwiw&list=PLki2k0CDxrPe8V6WmEeEdhj1fosRD-JQa

México City Ciudad de Mexico Mexico