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 experiences.
• Implement personalization elements including 360-degree customer views, integral Customer Journeys, and technological components.
• Execute "As Is" process analysis and drive transformation into "To Be" models.
• Develop and implement metrics, KPIs, and controls for each business process.
• Generate user stories, prototypes, and technological requirements.
• Coordinate interdisciplinary sessions for project planning, development, and implementation.

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 (PM) and Agile frameworks.
• Intermediate English language skills.
• Availability to travel.

About the Company

Banorte is a leading financial institution in Mexico, dedicated to driving national transformation and innovation. We believe that the combination of solidarity, innovation, respect, loyalty, and responsibility makes us the best team in the financial sector. We foster a culture of inclusion, respect, and equity, ensuring transparent selection processes for all talent.