.About KueskiAt Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for a quarter of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive company culture. In 2023, Kueski was recognized as the top BNPL platform by Fintech Breakthrough and earned the title of one of Mexico's most ethical companies from AMITAI. Additionally, we ranked as one of the Best Companies for Female Talent by EFY.PurposeAs the Senior Manager of Customer Experience, you will be responsible for leading the customer experience strategy for our B2B2C products, Kueski Cash and Kueski Pay, ensuring that our clients and their end customers receive exceptional service throughout their journey with us. You will collaborate cross-functionally to design, implement, and optimize customer experience initiatives that drive satisfaction, loyalty, and retention.Key ResponsibilitiesStrategic Leadership: Develop and execute a comprehensive customer experience strategy aligned with Kueski's business goals. Drive a customer-centric culture across the organization by advocating for customer needs and expectations.Customer Journey Mapping: Analyze and map the customer journey for both B2B clients and end consumers to identify pain points and areas for improvement. Utilize customer feedback and data to inform strategic decisions and enhance the customer experience.Cross-Functional Collaboration: Partner with product, marketing, sales, and operations teams to ensure a seamless customer experience across all touchpoints. Work closely with the data analytics team to track customer satisfaction metrics and insights, using data to inform improvements.Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives. Report on performance to senior leadership.Team Leadership: Lead, mentor, and develop a high-performing customer experience team, fostering a culture of accountability and excellence. Establish performance metrics and KPIs to measure the success of customer experience initiatives.Customer Advocacy: Serve as the voice of the customer within the organization, presenting insights and recommendations to senior leadership. Develop and implement customer feedback mechanisms, including surveys, interviews, and focus groups, to continually improve the customer experience