Customer Experience Analyst (Medallia)

Location: Mexico City; candidates within a reasonable commute to an office work onsite at least 3 days per week.

Company

hirify.global is a technology-based company developing finance automation solutions.

What you will do

• Support the Voice of the Customer Center of Excellence by analyzing customer feedback and delivering insights for CX initiatives.
• Review, research, and reconcile complex customer data to identify trends, patterns, correlations, and actionable opportunities.
• Create stakeholder dashboards and program Medallia Text iQ models for text analytics and insight delivery.
• Design and own integrations between operational data, such as service telemetry, and Voice of the Customer data.
• Track the impact of experience and service improvements using CSAT, NPS, Effort Score, and other KPIs.
• Maintain survey templates and question libraries, identify gaps in customer journey insights, and optimize Medallia data accuracy and accessibility with IT partners.

Requirements

• 3–5 years of experience in business analysis, customer experience, or market research.
• Bachelor’s degree in Business, Statistics, or a related field.
• Proven ability to analyze customer feedback and survey data and turn findings into actionable insights.
• Advanced experience with customer experience platforms, especially Medallia, including data extraction and dashboard development.
• Strong proficiency in data analysis, statistical methods, Microsoft Excel, and PowerPoint; Power BI and Tableau experience is desirable.
• Strong English communication, writing, presentation, and active listening skills are required. Ability to work independently in a globally distributed organization and in an Agile IT environment.

Culture & Benefits

• Kind, open, and accepting workplace culture.
• Professional development seminars and learning opportunities.
• Inclusive affinity groups supporting diversity and different cultural backgrounds.
• Combination of virtual and in-person collaboration to support teamwork and company culture.