CUSTOMER EXPERIENCE MANAGER

Description

Position Summary: Design and implement user experience solutions for digital products, contributing to the creation of intuitive and efficient customer experiences. Key Highlights: 1. Design and implement user experience solutions 2. User research and experience design 3. Collaboration and communication with Product and Technology **Location:** MONTERREY, Nuevo León, MX **Category:** Finance and Operations **Requisition ID:** 121541 **Customer Experience Manager** **Santa Fe, Mexico City or Monterrey, NL** At Banorte, we seek unique, strong, and extraordinary talent that drives national transformation and innovation, positioning us as 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** Design and implement user experience solutions for the bank’s digital products, contributing to the creation of intuitive, efficient, and business-objective-aligned experiences that meet customer needs. Ensure delivery of design solutions at an appropriate quality level, meeting timelines, scope, and priorities defined in the work plan. Each day you will face **new and interesting challenges** within your role, where you will be responsible for: **User Research** * Plan and execute medium-complexity research studies. * Identify relevant insights and translate them into design decisions. * Select appropriate methods (interviews, usability tests, benchmarks). **Experience and Flow Design** * Design complete user flows and use cases. * Build functional *User Journey Maps*. * Identify and resolve key friction points. **Visual and Interaction Design** * Create wireframes, proto-copies, and functional prototypes. * Understand how to create and apply a Design System. * Ensure visual and interaction consistency. * Apply usability and accessibility principles. **Validation and Testing** * Design and conduct usability tests. * Prioritize findings and propose improvements. * Iterate solutions based on evidence. **Collaboration and Communication** * Work autonomously with Product and Technology teams. * Justify design decisions using data. * Align solutions with business requirements. * Actively participate in the design team, promoting experimentation. **Autonomy and Business Impact** * Medium-to-high autonomy. * Directly impacts the quality of the experience. * Understands business objectives and their constraints. **Requirements:** * Professional education: Digital Graphic Design or related field * Years of experience: 5+ years in UX design * Areas of expertise: UX/UI Design, Financial industry (preferred) * Required knowledge: + UX Research techniques + Wireframing, interface design, and prototyping + Knowledge of iOS and Android Design Systems + Understanding of web design best practices + Basic UX writing (proto-copy creation) + Software: Figma (intermediate-to-advanced), Miro, Microsoft Office (basic-to-intermediate) + Presentation design + Knowledge of agile and creative methodologies such as Design Thinking / SCRUM / LEAN (preferred) + Basic technical knowledge of HTML, CSS, etc. (preferred) * Languages: Basic English * Willingness to travel: NA * Willingness to relocate: NA 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.