Gerente Voz del Cliente

Responsibilities

• Lead the Voice of the Customer program by executing, monitoring, and analyzing listening programs to integrate internal and competitive experience data.
• Develop and implement strategies to improve the Banorte Voice of the Customer system.
• Coordinate special projects focused on continuous improvement of customer and collaborator experience.
• Apply data analysis techniques to determine the root causes of issues faced by clients and employees.
• Establish links with business and transformation areas to communicate results and prioritize action plans.
• Design and implement service and experience surveys to measure integral experience and ensure closed-loop feedback.
• Manage and escalate problematic issues to ensure rapid and efficient resolution.

Requirements

• University degree in Actuarial Science, Economics, Financial Engineering, Mathematics, or a related field.
• Advanced knowledge of statistics and database management.
• 2-3 years of experience in leadership roles, such as sub-manager or team coordinator.
• Experience in quantitative or qualitative research, business analysis, customer experience, or market intelligence.
• Advanced Excel skills and proficiency as a PowerBI user.
• Knowledge of customer experience indicators including NPS, Satisfaction, and CES.
• Bilingual English proficiency (conversational and written).

Preferred Qualifications

• Knowledge of R or Python for data analysis.

About the Company

Banorte is a leading financial institution in Mexico, driven by innovation, solidarity, and responsibility. We seek extraordinary talent to drive transformation and growth across the country.