We are seeking a communicative and detail-oriented Customer Experience Specialist to join our team. In this high-impact role, you’ll help ensure a positive and seamless omni-channel customer journey by identifying and resolving friction points in our customers’ experiences. **JOB DUTIES:** + Experience Quality Management: + Monitor and analyze customer feedback from various channels, including Net Promoter Score (NPS) and Satisfaction surveys, help-desk tickets, and direct customer communications. + Conduct feedback investigations, document findings, and provide concise resolutions to the customer. + Identify detractors and critical incidents, while promoting prioritization and root cause corrections. + Work collaboratively with relevant teams (e.g., support, product, engineering) to resolve customer issues effectively and efficiently. + Track issue resolution progress and ensure timely closure. + Identify trends and patterns to pinpoint recurring customer experience challenges. + Reporting: + Provide daily, weekly, and monthly reporting to internal stakeholders. + Categorize and prioritize customer experience issues based on severity, frequency, and impact. + Investigate service disruptions to quantify impact to experience quality, revenue, and operational efficiency. + Present findings and recommendations to stakeholders to drive customer experience enhancements. + Process Improvement: + Contribute to the development and implementation of customer feedback processes and procedures. + Identify opportunities to improve customer experience through proactive feedback analysis and process optimization. + Evaluate current enhancement strategies and identify low-effort and high-impact opportunities. **MUST HAVE:** + 3+ Years of equivalent experience in customer service, business administration, communications or related field + Intermediate to advanced experience in customer feedback analysis and management. + Intermediate to advanced experience with using customer experience insight tools such as Fullstory and Quantum Metrics. + English advanced written and spoken + Location based in Querétaro **WE VALUE:** + Proficiency in Microsoft Excel. + Experience with using customer experience insight tools such as Fullstory and Quantum Metrics. + Experience with analytics tools such as Google Analytics, Data Bricks, and Snowflake. + Experience with feedback management tools and CRM systems. + Experience with help desk ticketing systems. + Experience with NPS methodology and analysis. + Familiarity with customer experience best practices. + Experience in data visualization and reporting. + Strong analytical and problem-solving skills. + Excellent written and verbal communication skills. + Ability to work independently and as part of a team. + Strong attention to detail and organizational skills. + Ability to maintain a professional and empathetic demeanor when dealing with customer issues **WHAT'S IN IT FOR YOU:** • Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind. • A collaborative and inclusive work environment where your contributions are valued. • Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects. • Access to cutting-edge tools, resources, and a supportive team to help you excel. The chance to work with a global, innovative company shaping the future in its industry. Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit [www.resideo.com](http://www.resideo.com/). At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the ["EEO is the Law" poster](https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO%20is%20the%20Law%20poster.pdf?rv=fdc492d184344b3ea4aec0c96b321632), ["EEO is the Law" Supplement Poster ](https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/EEO%20is%20the%20Law%20Supplement%20Poster.pdf?rv=ebe367cad846443e8fa5aa86062813b6)and the [Pay Transparency Nondiscrimination Provision](https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Careers/Pay%20Transparency%20Nondiscrimination%20Provision.pdf?rv=11a9cf6533ba426296b137d906b0ce01). Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to [Recruitment Privacy Notice](https://www.resideo.com/us/en/-/media/Resideo/Files/Corporate/Resideo%20%20-%20Recruitment%20Privacy%20Notice.pdf?rv=6d871e71bfa24982b181c92fda232b7a). If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.