Specialist, Continuous Improvement Officer

Description

Job Description: **At AXA Mexico, we seek individuals who dare to challenge boundaries and drive progress toward a better world!** If you are not afraid of challenges, wish to grow and leave a lasting impact, this is your opportunity to experience a journey that transforms lives—including your own. Are you ready to reach your full potential and make a difference? Join our team and become part of an organization that respects diversity, fosters inclusion, and promotes innovation. Here, every step you take brings you closer to the best version of yourself. **Position Objective:** This role aims to drive a customer-centric cultural transformation focused on simplicity, enabling the organization to adapt to evolving market demands and customer expectations. Analyze, implement, and monitor simplification and continuous improvement initiatives, ensuring the proper execution of strategic interventions that deliver measurable improvements in efficiency and customer experience across the organization. **Key Responsibilities:** * Provide training and guidance to work teams on best practices in customer experience management, ensuring each member understands their role in delivering a customer-centric experience. Lead change initiatives that promote the adoption of new practices and technologies enhancing the customer experience, facilitating transition and ensuring employee engagement. * Implement improvements by coordinating execution of defined initiatives through timely follow-up with involved departments, deliverable management, and validation of implemented changes. To ensure improvements translate into real organizational change. * This specialist’s mission is to create an environment where customer insight is embedded in every process and organizational decision. By doing so, the goal is to optimize customer touchpoints and improve user experience through coaching methodologies and change management. The objective is to ensure all teams are aligned and equipped to deliver an exceptional customer experience—minimizing customer effort during interactions and maximizing satisfaction. * Analyze contact channels and interaction points, identifying opportunities for improvement in interface and user experience to reduce customer effort in each interaction. Contribute to optimizing internal processes and those associated with customer service by implementing practices that eliminate redundancies and improve communication. * Establish a corporate culture that values the customer voice and user experience, fostering innovation and adaptability within the organization. With improved customer experience and increased loyalty, revenue growth and enhanced brand reputation are expected. **Requirements:** * Academic Qualification: Bachelor’s degree in Industrial Engineering or related field (completed). Lean & Six Sigma certification (Yellow Belt) (preferred). Agile certification (preferred). * Language: Intermediate/Advanced English (preferred). * Type and Duration of Experience: Minimum 3 years of concrete and verifiable experience in process improvement initiatives, ideally within the services sector. * Knowledge: Ability to analyze complex data and translate insights into improvement actions. Experience designing and facilitating workshops on quality/continuous improvement topics and Kaizen events, and using Kanban. * Tools: Visio, BIZAGI, Excel, and project management tools such as Microsoft Project or similar. * **Location: Benito Juárez, CDMX.** **Competencies:** * Organizational Skill. * Motivation and Inspiration. * Results Orientation. * Business Acumen. **What We Offer You?** At AXA Mexico, we provide a path to enhance your skills, grow personally and professionally, and live an experience that challenges you to become better every day. Here, your potential is the seed of change—and your progress, the catalyst to transform lives. **Our Commitment to You:** **Potential:** Grant you autonomy to make decisions and lead change. **Progress:** Listen to and support your development, expanding your human and professional capabilities. **Care:** Ensure your holistic well-being—both personal and professional. Ready to take the next step? Know You Can—because at AXA, your success story starts now. **About AXA** Have you ever wondered what it would be like to work somewhere you can reach your full potential? We are a French multinational company and a global leader in insurance, present in 50 countries and serving over 95 million customers worldwide. Since 2008 in Mexico, we have protected and cared for nearly 5.9 million Mexicans, thanks to our more than 5,000 committed employees. At AXA, we celebrate the diversity of ideas and perspectives because it makes us stronger. We foster an inclusive, sustainable environment rich with opportunities to learn, collaborate, and create. Here, every idea matters, every voice is valued, and your development is our mission. If you’re ready to take the next step and dare to be your best self, AXA Mexico is waiting for you. Dare to live the AXA experience and build a future full of opportunities.