Role Overview 

The OCM Coordinator will support the Customer Experience (CX) Strategic Pillar by helping drive successful adoption of CX initiatives across the organization. This role plays a key part in ensuring that change efforts related to customer-facing processes, digital tools, and ways of working are well planned, communicated, and adopted by stakeholders. 

Based in Monterrey Mexico, this role will work closely with global and regional teams across IT, Digital, Sales, Operations, and Customer Service to support change planning, communications, training coordination, and readiness tracking for CX initiatives. 

This is an excellent opportunity for an early-career change professional to gain hands-on experience in enterprise transformation, CX, and digital enablement. 

Key Responsibilities 

Change Management Support 

• Support execution of OCM activities for CX initiatives, including stakeholder analysis, change impact assessments, and adoption planning 

• Help maintain change plans, timelines, and deliverables aligned to project milestones 

• Track risks, issues, and dependencies related to change and adoption 

Communications & Engagement 

• Assist in developing and coordinating CX-related communications (emails, presentations, FAQs, intranet content) 

• Support leader and stakeholder messaging to ensure consistent and clear communication 

• Help coordinate town halls, workshops, and stakeholder sessions related to CX initiatives 

Training & Readiness 

• Support training coordination efforts, including scheduling, materials preparation, and tracking completion 

• Assist in documenting new processes, tools, and ways of working related to CX solutions 

• Help assess business readiness and capture feedback from end users 

Adoption & Measurement 

• Track adoption, engagement, and readiness metrics for CX initiatives 

• Support surveys, feedback loops, and pulse checks to understand user sentiment 

• Help prepare status updates and insights for project and leadership teams 

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