Gerente Voz del Cliente

Responsibilities

• Lead the execution, monitoring, and analysis of Voice of the Customer (VoC) listening programs to integrate insights into transformation projects.
• Develop and implement strategies to improve the Banorte VoC system for both external customers and internal collaborators.
• Apply advanced data analysis to determine the root causes of customer and collaborator issues.
• Design and implement service and experience surveys to measure integral experience and ensure effective closed-loop feedback.
• Coordinate with business and transformation areas to communicate results and prioritize action plans for experience improvement.
• Manage and analyze data from various listening sources to identify critical points regarding operational and profitability indicators.

Requirements

• University degree in Actuarial Science, Economics, Financial Engineering, Mathematics, or a related field.
• 2-3 years of experience in a leadership, sub-management, or coordination role.
• Proven experience in quantitative or qualitative research, customer experience, business analysis, or market intelligence.
• Advanced knowledge of statistics and database management.
• Proficiency in Excel (advanced) and experience with PowerBI; knowledge of R or Python is highly desirable.
• Familiarity with experience indicators such as NPS, Satisfaction, and CES.
• Conversational and written proficiency in English.
• Ability to work in a hybrid model based in Santa Fe, Mexico City.

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 is the perfect formula to be the best team in the financial sector.