Customer Experience Transformation Analyst

Responsibilities

• Diagnose business processes to identify pain points and generate value using the ATA (Analyze-Ensure-Transform) methodology.
• Analyze customer journeys and the "voice of the customer" to improve overall customer experience.
• Identify opportunity areas in customer-facing solutions and determine root causes of issues.
• Propose specific actions for process correction or improvement, establishing necessary metrics for continuous monitoring.
• Map processes using Blueworks and participate in the development of prototypes.
• Transform processes through digitalization and automation to enhance self-service capabilities.
• Collaborate with cross-functional cells to provide process inputs for transformation projects.
• Monitor and report progress, results, and deviations to stakeholders to ensure project control.

Requirements

• Bachelor's degree in Engineering or Administration.
• Minimum of 1 year of experience in process analysis and transformation.
• Proficiency in Microsoft Office Suite.
• Experience with process mapping tools such as Visio, Blueworks, Bizagi, ARIS, or Miro.
• Solid knowledge of BPM (Business Process Management) and Lean Six Sigma.
• Technical English proficiency.

About the Company

Banorte is a leading financial institution in Mexico, dedicated to driving transformation and innovation. We foster a culture of inclusion, respect, and equity, seeking extraordinary talent to help us grow alongside the country.