• Facilitate Agile Scrum ceremonies like stand-ups, sprint planning, release planning, backlog refinement, and retrospective • Track and report team performance metrics • Experience coordinating and driving Agile projects • Ability to understand a project's technical details and uncover and assess project risks • Knowledge and understanding of web architecture, technologies, and applications • Ability to address, research, elevate, provide feedback, and resolve issues related to IT portfolio management • Ability to coach the team to improve collaboration and self-organization

• Elicitación y documentación de requerimientos funcionales complejos. • Modelado end-to-end de procesos de negocio (Suscripción, Siniestros). • Elaboración de documentos BRD/FSD. • Análisis de gaps entre Salesforce/Vlocity y los requerimientos de negocio. • Configuración de componentes OmniStudio. • Gestión del Backlog del producto. • Habilidades organizativas y de ejecución. • Comunicarse y colaborar con las partes interesadas en diferentes departamentos y proveedores de tecnología cuando lo requiera el proyecto.

• Liderar el análisis funcional en proyectos Salesforce/Vlocity. • Definir la arquitectura funcional para proyectos del sector seguros. • Mentoring y supervisión de Business Analysts junior y medio. • Interlocución con Stakeholders de nivel Senior. • Diseñar la estrategia de migración y cutover. • Aplicar técnicas de Design Thinking para la definición de soluciones. • Contribuir a la elaboración de RFP/SOW. • Comunicarse y colaborar con las partes interesadas en diferentes departamentos y proveedores de tecnología cuando lo requiera el proyecto.

• Own the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer. • Monitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patterns. • Build recurring insight packages for CX, Customer Success, Support, Product, and executive stakeholders that highlight major drivers of customer friction and churn risk. • Develop structured analyses that connect customer issues to operational, product, onboarding, service, and commercial root causes. • Lead root cause analysis for high-priority escalation and cancellation themes, including gathering inputs from Salesforce, support systems, customer feedback, and future customer success platform data. • Facilitate cross-functional working sessions to align on root causes, prioritize the issues with the greatest customer and business impact, and define action plans with clear owners and milestones. • Track remediation plans through completion and measure whether actions taken are reducing repeat escalations, improving customer sentiment, and lowering avoidable churn. • Establish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks with business leaders. • Design and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers so trend reporting is consistent and actionable. • Partner with Operations and Systems teams to improve the data model, fields, workflow design, and reporting structure in Salesforce. • Serve as a key CX Insights stakeholder in the utilization of the company’s future customer success platform, helping optimize requirements for health scoring, risk tracking, alerts, dashboards, and retention analytics. • Ensure that new processes and systems support reliable root cause capture, closed-loop action management, and executive visibility into customer risk themes. • Partner with Customer Success leadership to improve how at-risk accounts, escalations, and cancellation signals are identified and categorized. • Work with Product teams to quantify the impact of product defects, usability issues, missing capabilities, and integration friction on customer experience and retention. • Collaborate with Support leaders to identify process breakdowns, service quality issues, and recurring case drivers that contribute to escalation volume. • Support CX and executive leadership with data-backed narratives for monthly business reviews, quarterly business reviews, strategic planning, and retention-focused initiatives.