Customer Experience Transformation Analyst

Responsibilities

• Analyze customer interaction data, including satisfaction metrics, retention rates, and feedback.
• Identify opportunities to optimize the customer experience across internal processes, communications, and digital channels.
• Collaborate with cross-functional teams to implement solutions that drive customer satisfaction and loyalty.
• Measure the impact of implemented changes and adjust strategies as necessary.
• Create and present regular progress reports regarding customer experience improvements and their business impact.

Requirements

• Bachelor's degree in Actuarial Science, Computer Science, Information Technology, Marketing, Communication (with data emphasis), or Business Administration (with data emphasis).
• 1 to 2 years of experience in process analysis, data analysis, or process mapping.
• Proven experience in customer experience, data analytics, and project management.
• Proficiency in SQL.
• Advanced Microsoft Office skills, specifically with Macros and Pivot Tables.
• Strong information analysis capabilities.

About the Company

Banorte is a leading financial institution dedicated to driving transformation and innovation in Mexico. We believe that the combination of solidarity, innovation, respect, loyalty, and responsibility makes us the best team in the financial sector.