CUSTOMER EXPERIENCE TRANSFORMATION MANAGER

Description

Position Summary: We are seeking a Customer Experience Transformation Manager to diagnose processes and generate value at Banorte by improving customer experience. Key Highlights: 1. Drives transformation and innovation in the financial sector. 2. Applies methodologies to enhance customer experience (ATA). 3. Actively participates in process improvement and digitalization. **Location:** MEXICO CITY, Mexico City, MX **Category:** Finance and Operations **Requisition ID:** 121537 **CUSTOMER EXPERIENCE TRANSFORMATION MANAGER** **(TLALPAN, CDMX)** At Banorte, we seek unique, strong, and extraordinary talent to drive the country’s transformation and innovation, becoming a powerful ally for robust growth with Mexico. We firmly believe that the combination of solidarity, innovation, respect, loyalty, and responsibility is the perfect formula to become the best team in the financial sector. **Position Objective:** Diagnose as-is processes to analyze their current state, identify pain points, and deliver value to Banorte’s processes across any business area—grounded in the Voice of the Customer and Customer Journeys focused on enhancing Customer Experience, applying the ATA methodology (Analyze\-Assure\-Transform); and considering processes at Level 4 detail—from high-level general processes to end-to-end (E2E) processes—in collaboration with involved teams. Each day, you will face **new and interesting challenges** in your role, where you will be responsible for: * Identifying process-oriented opportunities related to the solutions (processes) used by customers. * Determining, through analysis, root causes of identified problems and/or opportunities impacting customers. * Proposing specific actions to resolve issues or implement process improvements, establishing necessary metrics for continuous identification of opportunities—always meeting customer expectations and delivering superior experience. * Facilitating integration among cross-functional teams and relevant personnel to define and implement specific actions, ensuring smooth execution of the improvement work plan—including tracking indicators. * Reviewing progress with the Area Director to agree on solutions for presentation to the team working on the process, and to decide corrective actions for any deviations observed. * Monitoring progress and keeping stakeholders informed about status, results, and deviations—to enable effective control of plans without causing significant impact. * Process mapping in Blueworks (institutional process tool) and prototype development (desirable). * Transforming processes through disruption/digitalization—driving them toward automation and self-service—while incorporating the Voice of the Customer to improve experience. Assigned Processes. * Actively participating in Macro Cells / Cells to produce process inputs aimed at fulfilling defined tasks and objectives within processes requiring Customer Experience improvement or transformation—delivering value (e.g., KPIs, redesigned processes, service guarantees, experiences) aligned with Banorte’s strategy. **Requirements:** * Professional Education: Bachelor’s degree in Engineering or Administration. * Years of Experience: 3 years. * Areas of Expertise: Process analysis and transformation. * Required Knowledge: Microsoft Office suite; process mapping tools such as Visio, Blueworks, Bizagi, ARIS, and/or MIRO; process analysis; BPM; LEAN SIX SIGMA. * Languages: Technical English. * Willingness to Travel: N/A. * Willingness to Relocate: N/A. At Grupo Financiero Banorte, we foster a culture of inclusion, respect, and equity. All individuals interested in joining our team are considered based on objective criteria tied to their talent, experience, and skills. Our commitment is to ensure transparent selection processes.