Customer Experience Analyst

Responsibilities

• Design new digital products, services, and platforms using customer-centric design, UX, and UI principles.
• Collaborate with cross-functional leaders in IT, Operations, and Business units to manage and execute initiatives.
• Develop and manage detailed work plans for various customer experience projects.
• Monitor project activities through to implementation, ensuring all objectives are met.
• Coordinate user testing and review deliverables alongside Product Owners and initiative leaders.
• Manage the generation and monitoring of KPIs and metrics related to processes and customer experiences.

Requirements

• Bachelor's degree in Psychology, Communication, Engineering, Systems, Marketing, or a related field.
• Minimum of 1 year of experience in CX, UX, UI, marketing, or project management.
• Solid understanding of CX, UX, and UI fundamentals.
• Proficiency in Microsoft Office suite.
• Basic English language skills.
• Strong communication, collaboration, and project management skills.
• Ability to work with an MVP (Minimum Viable Product) mindset.

Preferred Qualifications

• Experience or personal interest in accessibility, inclusion, or social impact projects.
• Previous experience in roles such as Project Manager, Product Owner, or Scrum Master.
• Knowledge of data analytics, process re-engineering, and business case development.
• Experience in the financial sector.

About the Company

Banorte is a leading financial institution in Mexico, dedicated to driving national transformation and innovation. We foster a culture of solidarity, respect, and responsibility, aiming to be the best team in the financial sector by empowering our people to grow alongside the country.