CUSTOMER EXPERIENCE TRANSFORMATION MANAGER

Description

Position Summary: We are seeking a Customer Experience Transformation Manager to diagnose and transform banking processes, enhancing customer experience through analysis and innovation. Key Highlights: 1. Drives the country's transformation and innovation in the financial sector. 2. Is part of a team focused on continuous process improvement. 3. Applies methodologies such as BPM and LEAN SIX SIGMA. **Location:** MEXICO CITY, Ciudad de México, MX **Category:** Finance and Operations **Requisition ID:** 121535 **CUSTOMER EXPERIENCE TRANSFORMATION MANAGER** **(TLALPAN, CDMX)** At Banorte, we seek unique, strong, and extraordinary talent that drives the country’s transformation and innovation, becoming a key 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, identify pain points, and deliver value to Banorte’s processes across any area—based on the Voice of the Customer and Customer Journeys focused on improving Customer Experience—applying the ATA Methodology (Analyze\-Assure\-Transform); considering processes at Level 4 detail, ranging 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, for which 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 correct problems or implement process improvements, establishing necessary metrics for continuous identification of opportunities, consistently meeting customer expectations and delivering superior customer experience. * Facilitating integration among work teams and relevant personnel to determine and implement specific actions and ensure proper execution of the improvement work plan, including tracking indicators. * Reviewing progress with the Area Director to agree on solutions to present to the work team within the process, as well as to decide on corrective actions for any deviations observed. * Monitoring progress and keeping stakeholders informed about status, results, and deviations, to ensure plans remain under control 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 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 transformation of Customer Experience, 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 promote 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.