Senior Customer Experience

Description

Job Summary: Doble Cinco is seeking a Senior Customer Experience professional with a UX/UI focus to design and optimize comprehensive experiences for users, customers, and candidates, ensuring consistency and efficiency across Group brands. Key Highlights: 1. Design and optimize comprehensive UX/UI experiences for users and customers. 2. Lead research, journey mapping, and interface design using Figma. 3. Collaborate on cross-functional strategies and enhance customer experience. Doble Cinco has an opening for a Senior Customer Experience role with a UX/UI focus. Mission: Design, optimize, and standardize comprehensive experiences for users, customers, and candidates across the Group’s various brands, ensuring consistency, efficiency, and differentiation. This role combines Customer Experience (CX) with strong execution in UX and UI, covering research, journey mapping, interface design, user testing, and data-driven continuous improvement—aligned with cross-functional strategies (marketing, product, automation, recruitment, etc.). This role is critical to ensuring all interactions with Group brands are clear, engaging, consistent, and frictionless—with a results-oriented approach and focus on engagement **Responsibilities:** Map customer experience (CX/UX) through customer journeys and service blueprints, identifying friction points and opportunities for improvement. Conduct qualitative and quantitative research (interviews, surveys, usability testing, heuristic analysis). **Design digital UX/UI experiences and products:** wireframes, user flows, prototypes, and visual design in Figma—ensuring accessibility and consistency. Collaborate with development teams to ensure accurate implementation and visual quality control. Enhance the overall customer experience, considering support, engagement, conversion, onboarding, and retention. Define and monitor experience-related KPIs (e.g., CSAT, NPS, conversion, retention) and drive continuous improvement. Execute A/B tests, user validations, and post-launch analysis. Leverage AI and automation tools to optimize time, scale processes, and improve operational efficiency. **Skills:** Agile methodologies (Scrum/Kanban) Design tools (Sketch, Figma) Data analysis Knowledge of Design Thinking UX analytics User experience evaluation User research Proficiency in Figma; Adobe XD and Illustrator, Miro, and N (desirable) Basic HTML/CSS User-centered design methodologies Collaboration with development teams Prototyping Design of intuitive interfaces Usability knowledge Critical thinking Collaboration Creativity Empathy Communication Requirements **Education Level:** Bachelor’s degree in Design, Visual Communication, Systems Engineering, or related field **Academic Status:** Graduated **Relevant Experience:** Art and Design **Specialization:** User Experience, User Interface **We Offer:** **Salary:** $25,000 MXN \- $30,000 MXN Gross per Month **Work Schedule:** Monday to Friday **Work Modality:** On-site **Working Hours:** 8 AM to 5 PM **Contract Type:** Indefinite-term contract **Benefits:** Statutory benefits