Remote Customer Experience Strategist — Mexico

🏢 ABOUT THE COMPANY

USAA was founded in 1922 as a small regional insurance company for the US military. Today, we are one of the largest and most respected financial services companies in the United States and Mexico. Our mission is to facilitate financial readiness, and we're dedicated to providing exceptional service to our members. With a culture built on integrity, teamwork, and innovation, we're a great place to work. Our size and scale allow us to make a real impact on the lives of our members, and our achievements are a testament to our commitment to excellence.

🎯 ROLE OVERVIEW

As a Remote Customer Experience Strategist, you will play a key role in shaping the customer experience for USAA members in Mexico. You will work closely with cross-functional teams to develop and implement strategies that drive customer satisfaction and loyalty. You will report directly to the Head of Customer Experience, and your impact will be measured by the positive change you bring to the customer experience.

📋 KEY RESPONSIBILITIES

Develop and execute customer experience strategies that meet the unique needs of USAA members in Mexico.

Collaborate with product, marketing, and operations teams to ensure seamless customer experiences across all touchpoints.

Conduct customer research and analysis to inform strategic decisions and drive business growth.

Design and implement customer journey maps to identify areas for improvement.

Develop and maintain metrics to measure customer experience and satisfaction.

Analyze data to identify trends and opportunities to improve the customer experience.

✅ REQUIRED QUALIFICATIONS

8+ years of experience in customer experience, marketing, or a related field.

Bachelor's degree in Marketing, Business, or a related field.

Proven experience in developing and executing customer experience strategies.

Strong understanding of customer journey mapping and design thinking.

Excellent communication, collaboration, and project management skills.

⭐ PREFERRED QUALIFICATIONS

Experience working in a financial services company or a similar industry.

Familiarity with customer experience tools and software such as Medallia or Qualtrics.

Certification in customer experience or a related field.

Native or fluent Spanish speaker.

💰 WHAT WE OFFER

We offer a competitive salary range of 50000 - 70000 MXN per month.

We provide comprehensive health insurance and a retirement plan.

Our vacation days policy offers 20 days off per year.

We have a dedicated learning and development budget to support your growth and development.

Our remote and hybrid policy allows you to work from anywhere.

👥 ABOUT THE TEAM

Our team is a tight-knit group of customer experience professionals who are passionate about delivering exceptional service to our members. We collaborate closely to share knowledge and best practices, and we celebrate our successes along the way. Recent wins include launching a new customer experience platform and improving customer satisfaction by 15%.

📨 HOW TO APPLY

To apply, please submit your resume and a cover letter outlining your experience and qualifications. We expect to respond to all applications within 2 weeks.

📋 Job Details

📨 How to Apply

Submit your updated CV and a brief cover letter to USAA. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.