Role Description The Business Analyst & CRM (Salesforce) plays a critical role in driving the execution of Sonova Mexico’s pricing strategy while ensuring full visibility of commercial performance through robust KPI tracking and analytics. This role serves as the functional owner of Salesforce, supporting data integrity, system optimization, and enabling data-driven decision-making across the commercial organization. This position is essential to strengthening operational excellence, improving profitability, and supporting sustainable market share growth. - Monitor and analyze performance of customer-tier pricing strategies across segments - Analyze sales volumes, pricing, margins, discount behavior, and customer trends - Produce recurring and ad-hoc executive reports for leadership - Identify risks, deviations, and opportunities to improve profitability and competitiveness - Support automation of pricing rules in SAP and Salesforce - Act as the internal Product Owner for Salesforce - Ensure data quality, system usage, and continuous CRM optimization - Build dashboards, reports, and workflows to support Sales and Management teams - Lead user training, adoption initiatives, and system enhancements - Track KPIs including customer volume, discount levels, contract compliance, and financial performance - Prepare monthly and quarterly performance summaries and insights - Partner with Sales teams to support pricing strategy execution and customer negotiations - Collaborate cross-functionally with Marketing, Finance, Operations, and IT teams Qualifications - Bachelor’s degree in Business Administration, Industrial Engineering, Economics, Finance, Information Systems, or related field - Strong Salesforce experience including dashboards, reporting, and automation - Advanced Excel skills; Power BI or similar tools preferred - Strong understanding of commercial processes and pricing strategies - Ability to analyze large datasets and translate insights into actionable recommendations - Advanced English proficiency - Strong analytical thinking, attention to detail, and problem-solving skills - Excellent communication and ability to influence cross-functional teams - A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova Benefits - Benefits in accordance with the Federal Labor Law (LFT) - Savings fund (Fondo de Ahorro) Company Description At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

• Map and document end-to-end delivery processes (last-mile, card/document delivery, courier management, exception flows) • Translate operational and business requirements into structured product specifications: user stories, process flows, acceptance criteria • Work closely with product managers, tech leads, and operations to ensure requirements are complete, unambiguous, and implementable • Maintain and update process documentation as the platform evolves • Support UAT: prepare test cases, validate that built features match defined requirements • Identify process gaps and inefficiencies; propose structured improvements • Assist in regulatory and compliance documentation where delivery operations intersect with BSP requirements

• Map and document how customer requests within Deposits and Daily Banking are handled (by agents or bots) • Create and maintain step-by-step flows and BPMN diagrams for core and edge cases • Ensure clarity, accuracy, and relevance of all processes over time • Prepare the Customer Service team for new product launches, policy updates, and new tools within the Deposits and Daily Banking scope • Translate business and product changes into concrete CS actions (scripts, macros, workflows) • Build project plans, align with other teams, and ensure timely implementation • Proactively surface risks and blockers and work across teams to resolve them • Monitor whether requests are handled as designed • Track key metrics (handling time, satisfaction, process adherence, SLAs) • Identify root causes for deviations and address them with the relevant teams • Handle incidents and escalations within the deposits scope • Propose and drive changes to simplify or improve customer processes • Sync with Business, Product, Training, and QA to ensure alignment • Collaborate with Data Analysts to measure the impact of improvements • Coordinate across CS, Product, Engineering, Risk, Compliance, and other departments on the deposit customer journey

• Create and maintain close relationships with key stakeholders • Take responsibility for analyzing system complexities, product/service use cases, and organizing detailed specifications • Involved in all project stages, from discovery to post-implementation support • Be a trusted advisor to clients and backlog owner, creating detailed requirements • Estimate work with the team, lead ceremonies, track scope progress vs. time consumed • Proactively report and raise issues, providing recommendations to the product team. • Open to continuous learning from senior professionals and interacting with other work cells.