Manage and responsible to design and functionabiliy end to end the correct CX of each digital product such as web site, mobile app, chat bot and IA agents.

Coordinate updates and enhancements to the automotive digital product.

Manage timelines, deliverables, and stakeholder communication for digital CX projects.

Ensure UX/UI consistency and alignment with brand standards & adoption of each feature and digital products.

Oversee implementation and correct CX of features like payment calculators, service schedulers, and vehicle configurators

 Feature Development & Optimization

Define feature requirements and requeriments.

Conduct user testing (UAT) and gather feedback to improve functionality

Monitor performance and usage of digital tools/products and recommend improvements.

Reporting & Performance Tracking

Track project milestones, risks, and dependencies

Report on feature adoption, user engagement, and satisfaction metrics

Support post-launch analysis and continuous improvement initiatives

 Stakeholder Collaboration

Liaise with marketing, IT, sales, and customer service teams to align CX goals

Assist in vendor coordination and third-party integrations

Ensure customer-centricity is embedded in all digital touchpoints

1. Job Knowledge and Skills:

Project Management and Methodologies

• Mastery of frameworks: Agile/Scrum, Kanban.

• Governance capability: define standards, metrics, UAT Matrix, and processes to ensure consistency in digital products.

• Portfolio management: prioritize CX initiatives based on business impact and customer experience.

2. Digital Transformation and Technology

• Knowledge of CX digital platforms: development of websites , and dev of mobile apps, html, CRM, marketing automation, chatbots, experience analytics.

• Understanding of technology architecture: system integration, APIs, cloud, and cybersecurity.

• Digital innovation: identify trends such as generative AI, advanced personalization, and omnichannel strategies.

3. Customer Experience (CX)

• Customer journey mapping: understand touchpoints and friction areas.

• User-centered design (UX/UI): collaborate with product teams to ensure intuitive experiences.

• CX KPIs: NPS, CSAT, CES, resolution time, retention rate, adoption, news.

4. Strategic Skills

• Business alignment: translate corporate strategy into concrete digital projects.

• Change management: prepare teams and stakeholders for new ways of working.

• Impact measurement: demonstrate how CX initiatives contribute to revenue, loyalty, and efficiency.

5. Soft Skills (Power Skills)

• Effective communication: convey objectives and results to both technical teams and executives.

• Collaborative leadership: motivate multidisciplinary teams in agile environments.

• Conflict resolution and negotiation: balance priorities between business and technology areas.

• Critical thinking and adaptability: respond quickly to changes in the digital market.

 

This ROLE PMO in digital CX products is a bridge between strategy, technology, and customer experience, ensuring that every digital project delivers measurable business value.

 

2. Years of Experience:

• 3 a 5 años de experiencia en gestión de proyectos digitales o en áreas relacionadas con transformación digital.2 a 3 años específicamente en proyectos de Customer Experience (CX), CRM, plataformas omnicanal o iniciativas de experiencia del cliente.Experiencia previa en liderazgo de equipos multidisciplinarios (IT, marketing, UX, servicio al cliente).

3. Education

1. Formación universitaria

• Licenciatura/Grado en áreas afines:

• Ingeniería Industrial

• Ingeniería en Sistemas / Informática

• Marketing Digital

4. Specific Course/Certifications

• Gestión de ProyectosTransformación DigitalGestión de la Experiencia del Cliente

  Certificaciones 

  Metodologías ágiles: Scrum Master, SAFe, Kanban.Customer Experience: certificaciones en CX Management, Design Thinking, Service Design.

5. Travel Required?

No

México City Ciudad de Mexico Mexico