CUSTOMER EXPERIENCE MANAGER

Description

Position Summary: We are seeking a Customer Experience Manager to design and implement disruptive, customer-personalized experience processes at Banorte. Key Highlights: 1. Drive transformation and innovation with a customer-centric focus. 2. Design and map functional processes to transform experiences. 3. Develop initiatives for business process reengineering and continuous improvement. **Location:** MEXICO CITY, Mexico City, MX **Category:** Finance and Operations **Requisition ID:** 121544 **Customer Experience Manager** **(Santa Fe, Mexico City)** At Banorte, we seek unique, strong, and extraordinary talent to drive the country’s transformation and innovation, becoming a powerful ally for robust growth alongside 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:** Execute and implement the design and definition of various business processes under a fully disruptive and innovative framework centered on personalized customer experience. Each day you will face **new and exciting challenges** in your role, for which you will be responsible for: * Designing and mapping (flowcharts) functional and business processes that support and transform internal and external customer experiences. * Co\-designing and managing comprehensive services for personalized customer experience. * Implementing various elements of customer experience personalization (360-degree customer information, end-to-end Customer Journey, supporting processes, technological components, metrics and KPIs, campaigns, etc.). * Implementing initiatives and actions defined in project work plans. * Developing and coordinating the implementation of business process reengineering and continuous improvement initiatives. * Conducting process analysis (As Is) and transforming them with impact on customer experience (To Be). * Developing and implementing metrics, KPIs, and controls for each process. * Preparing and/or actively participating in the creation of epics, user stories, prototypes, and/or technology requirements gathering. * Developing and managing work plans for execution. * Coordinating and managing interdisciplinary sessions for project planning, development, and implementation. * Co\-designing, integrating, and managing the implementation of personalized experiences (Customer Journey). **Requirements:** * Professional education: Industrial Engineering, Customer Experience, Systems, or related field. * Years of experience: minimum 3 years. * Areas of expertise: Banking sector, customer service and support, transformation projects, process improvement and reengineering, commercial operations, integration of technological solutions, digital and physical transformation, project execution and implementation. * Required knowledge: Business process reengineering (experience preferred) and transformation of financial and operational processes, data and business analysis. Service design and customer insight methodologies: Customer Journey (service design, UX/UI, Design Thinking, UX writing, Voice of Customer studies, and Archetype design). Project management and implementation (PM and Agile frameworks). * Languages: intermediate English. * Willingness to travel: yes. * Willingness to relocate: Optional. 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 related to their talent, experience, and skills. Our commitment is to ensure transparent selection processes.