CUSTOMER EXPERIENCE TRANSFORMATION MANAGER

Description

Position Summary: We are seeking a Customer Experience Transformation Manager to diagnose and improve processes, generating value and enhancing the customer experience at Banorte. Key Highlights: 1. Drives transformation and innovation in the financial sector. 2. Analyzes and optimizes processes based on the voice of the customer. 3. Participates in process disruption/digitalization and automation. **Location:** MEXICO CITY, Ciudad de México, MX **Category:** Finance and Operations **Requisition ID:** 121537 **CUSTOMER EXPERIENCE TRANSFORMATION MANAGER** **(TLALPAN, CDMX)** At Banorte, we seek unique, strong, and extraordinary talent that drives the country’s transformation and innovation, positioning us as 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—using the voice of the customer and customer journeys focused on improving Customer Experience, applying the ATA Methodology (Analyze\-Assure\-Transform); while considering processes at Level 4 detail—from high-level overviews to end-to-end (E2E) processes—in collaboration with relevant 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 improvement opportunities—always meeting customer expectations and delivering superior customer experience. * Facilitating integration among cross-functional teams and securing required personnel to define and implement specific actions, ensuring proper execution of the improvement work plan—including tracking indicators. * Reviewing progress with the Area Director to agree upon solutions for presentation to the process team, 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 enhance their experience. Assigned Processes. * Actively participating in Macro Cells / Cells to generate process inputs aimed at fulfilling defined tasks and objectives for processes requiring improvement or Customer Experience 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 under objective criteria related to their talent, experience, and skills. Our commitment is to ensure transparent selection processes.