Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.
The Senior Specialist, Customer Experience & Insights is responsible for transforming customer and driver data into actionable insights that drive business impact across the organization. This role combines deep customer empathy with data analytics, financial modeling, and storytelling skills to measure and elevate the customer experience. The position plays a critical role in defining CX economics, and designing insight-driven models to influence strategy, reduce attrition, and increase loyalty.
CX Metrics & Insight Modeling: Lead end-to-end management of KPIs. Build dashboards, perform root-cause analysis, and generate predictive insights using tools like Excel, Power BI, or Tableau.
CX Economics & ROI Modeling: Create financial and operational models that show how improvements in CX lead to increased retention, acquisition, and operational efficiency. Develop quarterly impact briefs to support investment decisions.
Voice of Customer Analysis: Synthesize qualitative and quantitative inputs (surveys, interviews, transactional data) into reports that uncover experience gaps, trends, and actionable insights.
Cross-Functional CX Leadership: Manage key initiatives with stakeholders across Product, Operations, Commercial and Tech. Ensure initiatives are guided by data and insights, tracked through KPIs, and closed with outcomes reporting.
Client Risk & Escalation Modeling: Enhance monitoring of clients "at risk" through data-driven triggers and health scoring. Partner with account teams to ensure early interventions and experience alignment.
· Bachelor's degree in Business Analytics, Engineering, Economy, Data Science, Business Administration, or related field
· 3–5 years of experience in CX, BI, Strategy, or Analytics
· Strong foundation in CX frameworks and data storytelling
· Previous experience building dashboards, working with large datasets, and driving cross-functional projects
· Fluent in Spanish and English (min. 75% proficiency in both)
· Must:
o Advanced Excel, Power BI, Tableau or other visualization tools
o Have proficiency in at least one of the following: SQL, R, Python, Java.
o Strong analytical skills and attention to detail
What’s in it for You
At Element, we recognize our team's efforts with a competitive compensation package and benefits that go beyond legal requirements:
• Competitive base salary
• Annual bonus
• Savings fund and savings account
• Retirement plan with company contribution
• Grocery and restaurant vouchers
• Support for sports activities
Additionally, we offer non-monetary benefits that enhance your quality of life, serve the needs of you and your family and foster a culture of wellness: medical and life insurance, flexible schedules, a hybrid work model, and free parking.
We are a culture of innovation, empowerment, decision-making, and accountability.
Candidates must be willing to comply with a pre-employment background check.
Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans’ status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to reclutamiento@elementcorp.com or call 55 5018 7100.