CUSTOMER EXPERIENCE TRANSFORMATION MANAGER

Description

Position Summary: This position seeks a manager to diagnose and transform processes \ Key Highlights: 1. Transformation and innovation in the country's financial sector 2. Delivering value to Banorte's processes 3. Improving Customer Experience **Location:** MEXICO CITY, Mexico City, MX **Category:** Finance and Operations **Requisition ID:** 121534 **CUSTOMER EXPERIENCE TRANSFORMATION MANAGER** **(TLALPAN, CDMX)** At Banorte, we seek unique, strong, and extraordinary talent that drives the transformation and innovation of the country, 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:** 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, grounded in the Voice of the Customer and Customer Journeys focused on enhancing 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 closely with the involved work 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 problems and/or identified 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 delivering superior customer experience. * Facilitating integration among work teams and relevant personnel to define and implement specific actions and ensure proper execution of the improvement action plan, including tracking indicators. * Reviewing progress with the Area Director to agree on solutions for presentation to the work team involved in the process, as well as deciding on corrective actions for any deviations observed. * Monitoring 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, advancing 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 within processes requiring improvement or transformation of Customer Experience, 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 foster a culture of inclusion, respect, and equity. All individuals interested in joining our team are considered based on objective criteria tied to their talent, experience, and skills. Our commitment is to ensure transparent selection processes.