CUSTOMER EXPERIENCE TRANSFORMATION MANAGER

Description

Position Summary: Customer Experience Transformation Manager responsible for diagnosing processes, identifying pain points, and generating value through the voice of the customer. Key Highlights: 1. Drive transformation and innovation in the financial sector 2. Lead customer experience improvement through processes 3. New and interesting challenges in process transformation **Location:** MEXICO CITY, Mexico City, MX **Category:** Finance and Operations **Requisition ID:** 121536 **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 to grow robustly 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 with the aim of identifying pain points and delivering value to Banorte’s processes across any of its areas, using the voice of the customer and Customer Journeys focused on improving 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—collaborating with the relevant working 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 problems or implement process improvements, establishing necessary metrics for continuous identification of opportunities, consistently meeting customer expectations and enhancing customer experience. * Ensuring integration of working teams with required personnel to determine and implement specific actions and properly execute the improvement work plan, including tracking indicators. * Reviewing progress with the Area Director to agree on solutions to present to the working team within the process, as well as to decide on corrective actions for deviations observed. * Tracking progress and keeping stakeholders informed about status, results, and deviations, aiming to control 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, 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 Customer Experience improvement or transformation, delivering value (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 promote 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.