D2C Customer Experience Leader

The Role

The D2C Customer Experience Leader is responsible for defining and elevating the end‑to‑end Direct‑to‑Consumer (D2C) experience across digital, physical, and assisted channels for Mexico and LATAM. This role drives the execution of the D2C roadmap while championing customer‑centric transformation, design thinking, and best‑in‑class omnichannel experiences aligned with corporate data privacy principles.

Acting as the strategic voice of the customer, this position ensures alignment between business objectives and customer needs to accelerate growth, reduce friction, and differentiate the brand.

What You’ll Do

D2C Experience Strategy

• Execute the long‑term D2C customer journey vision across all touchpoints, leveraging Voice of Customer (VOC).
• Lead the full lifecycle experience: discovery, compatibility tools, purchase, checkout, order tracking, installation, warranties, and post‑sale.
• Define experience principles, frameworks, and design standards.

Roadmap Ownership

• Define and execute CX initiatives, enhancements, and capabilities based on customer and business priorities.
• Partner with Product, IT, UX, and business teams to ensure alignment with customer experience standards.
• Provide clear direction on what and why for experience requirements.

Customer Engagement, Conversion & Innovation

• Design initiatives to improve acquisition, engagement, loyalty, and conversion.
• Lead ideation of new digital solutions and omnichannel capabilities.
• Identify emerging trends, technologies, and opportunities for new revenue streams.

Insights, VOC & Performance Improvement

• Analyze VOC metrics (NPS, CSAT, CES) and behavioral data to guide decisions.
• Define KPIs and monitor journey performance to identify improvement opportunities.
• Translate insights into strategic recommendations and executive reporting.

Activation, Adoption & Change Management

• Drive internal enablement strategies: training, communication, and CX guidelines.
• Track adoption using qualitative and quantitative metrics.
• Champion customer‑centric transformation and D2C maturity across the organization.

What Success Looks Like

• Seamless, intuitive, and scalable omnichannel customer journeys.
• Measurable improvements in CX KPIs (NPS, conversion, engagement).
• Strong adoption of D2C tools and processes across the organization.
• Clear alignment between customer insights and business strategy.
• Continuous innovation in customer experience and digital capabilities.

What You Bring

• Bachelor’s degree in Engineering, Business, or related field (Master’s preferred).
• 5+ years in Customer Experience or Service Design, with at least 3 years in digital/technology‑driven initiatives (omnichannel, O2O, CX transformation).
• Proven experience designing customer journeys and leading CX strategies.
• Experience developing roadmaps and business cases.
• Strong collaboration and stakeholder management skills.
• Fluency in English and Spanish.
• Proficiency in Microsoft Office.
• Experience with tools such as Miro, Figma, Qualtrics, GA4, Hotjar, and CRM systems (preferred).
• Design Thinking and Change Management certification (preferred).

Soft Skills

• Strategic and systemic thinker.
• Strong influence and collaboration skills across senior stakeholders.
• Customer‑centric mindset with creativity and curiosity.
• Structured, results‑oriented, and highly accountable.