Gerente Transformación Experiencia Cliente

Responsibilities

• Diagnose "as is" processes to identify pain points and generate value through the ATA (Analyze-Ensure-Transform) methodology.
• Identify opportunity areas in customer-facing processes and determine root causes of issues impacting the user experience.
• Propose specific actions for process correction or improvement, establishing necessary metrics for continuous monitoring.
• Transform processes through digitalization, automation, and self-service models, prioritizing the voice of the customer and Customer Journeys.
• Map processes using institutional tools like Blueworks and develop prototypes.
• Collaborate with cross-functional teams and macro-cells to ensure process improvements align with the company's strategic objectives.
• Report progress, results, and deviations to area directors and stakeholders to ensure project control.

Requirements

• Bachelor's degree in Engineering or Administrative sciences.
• Minimum of 3 years of experience in process analysis and transformation.
• Proficiency in process mapping tools such as Visio, Blueworks, Bizagi, ARIS, or Miro.
• Strong knowledge of BPM (Business Process Management) and Lean Six Sigma methodologies.
• Technical English proficiency.
• Advanced skills in Microsoft Office suite.

About the Company

Banco Mercantil del Norte, S.A. (Banorte) is a leading financial institution in Mexico. We seek unique and extraordinary talent to drive innovation and transformation, acting as a strong ally for the country's growth through a culture of solidarity, respect, and responsibility.