Senior Customer Experience Business Architect

About the role

We are looking for a Senior Customer Experience Business Architect to lead the evolution and scaling of Klar’s CX operation. In this hybrid role you will own end‑to‑end initiatives, leveraging data, automation and AI to improve both the customer journey and operational efficiency.

Key responsibilities

• Lead complex CX projects from problem identification through design, implementation, measurement and iteration.
• Design, test and deploy automated workflows and AI‑powered solutions that enhance self‑service and reduce resolution times.
• Analyze operational KPIs, contact drivers and customer behavior to generate actionable insights and prioritize initiatives.
• Map and optimise CX processes, creating scalable, standardized and automated solutions.
• Maintain and improve the knowledge base used by AI and support agents.
• Support resolution of complex cases and use them to identify systemic issues.
• Collaborate with Product, Operations, Data & AI and other stakeholders to address root‑cause problems.

Required profile

• Bachelor’s degree in an engineering or analytical discipline.
• Strong analytical and data skills with experience in Excel, SQL and Python.
• Curiosity for AI and automation and a desire to apply them to operational challenges.
• Ability to understand and redesign complex processes for scalability.
• Proven project‑management capabilities to drive initiatives from start to finish.
• Excellent written and verbal communication in English.
• Collaborative mindset and comfort working across multidisciplinary teams.

Required skills

• Excel
• SQL
• Python

What we offer

• Competitive salary based on performance and experience.
• Opportunity to earn Klar stock options.
• 15 days paid vacation plus extended parental leave.
• 30‑day Christmas bonus.
• Food vouchers, medical insurance and a Wellhub mental‑health subscription.
• Modern office in central Mexico City with free drinks, snacks and social events.
• International, inclusive work environment with skilled colleagues.