Customer Experience Manager

Responsibilities

• Design and map functional business processes to transform internal and external customer experiences.
• Co-design and manage comprehensive services focused on personalized customer journeys.
• Implement personalization elements including 360-degree customer views, technological components, and KPIs.
• Execute "As Is" process analysis and lead the transformation to "To Be" models.
• Develop and coordinate continuous improvement and reengineering initiatives.
• Generate epics, user stories, prototypes, and technological requirements.
• Manage work plans and coordinate interdisciplinary planning and implementation sessions.

Requirements

• Professional degree in Industrial Engineering, Customer Experience, Systems, or a related field.
• Minimum of 3 years of professional experience.
• Proven experience in the banking sector and customer service.
• Expertise in process reengineering, transformation, and continuous improvement.
• Strong knowledge of Customer Journey design, UX/UI, Design Thinking, and Voice of the Customer studies.
• Proficiency in Project Management and Agile frameworks.
• Intermediate English language skills.
• Availability to travel.

About the Company

Banco Mercantil del Norte, S.A. (Banorte) is a leading financial institution in Mexico dedicated to driving national transformation and innovation. We foster a culture of inclusion, respect, and equity, seeking extraordinary talent to help us grow alongside the country.