BANAMEX - Customer Experience Sr Analyst - AVP

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Job Overview

The customer experience senior analyst is a professional role that requires rapid and in-depth learning in financial products, process improvement, and workflow optimization across the organization. This role requires expertise, critical thinking, and advanced ability to integrate insights from multiple data sources to support strategic business decisions.

A core expectation for this position is superior analytical capability, including the ability to extract, structure, and interpret complex information, as well as to build clear, compelling, and executive presentations with data-driven storylines.

Additionally, the role requires advanced proficiency in Excel, complex formulas, data modeling, pivot tables, dashboards, and automation techniques to generate reports efficiently.

The Sr analyst evaluated moderately complex and variable issues with substantial business impact and must weigh alternatives using multiple sources of information.

Effective communication skills are required to present findings, influence stakeholders, and lead collaborative discussions. The role frequently takes leadership responsibilities; therefore, accountability and ownership are vital across projects.

Responsibilities:

Customer First

• Manage and monitor customer experience metrics across key segments, conducting in-depth analysis to identify trends, risks, and opportunities for improvement.

• Analyze survey data, generating actionable insights and developing clear, structured reports to support decision-making.

Communicate Insights

• Develop and deliver monthly trend reports with segment-specific analysis, ensuring insights are accurate, data-driven, visually clear, and tailored for senior management and business partners.

• Escalate and resolve issues related to reporting tools, data integrity, and query logic to ensure the reliability of insights.

• Partner with cross-functional teams to support analytical needs and contribute to strategic business initiatives.

Collaborate in designing effective and representative research plans aligned with strategic objectives.

Operational Excellence & Data Governance

• Lead reporting process improvements through automation and optimization, leveraging advanced Excel and other analytical tools.

• Consolidate, transform, and analyze data from multiple systems, designing customized reports and visualizations to enhance clarity and usability.

• Maintain and optimize reporting assets, including reports, queries, and data feeds, ensuring accuracy and efficiency.

• Ensure compliance with applicable laws, regulations, and internal policies, applying sound ethical judgment in all analyses and recommendations.

Qualifications:

• Experience in customer experience, project management, marketing analytics, or research.
• Proven experience leading projects or products, with strong background in both qualitative and quantitative research.
• Advanced Excel skills (required): complex formulas, Power Query, pivot tables, dashboards, data modeling, automation, and data cleansing.
• Strong analytical thinking, with demonstrated ability to synthesize large datasets into actionable insights.
• Exceptional communication skills, critical thinking and the ability to translate complex analysis into clear and compelling presentations for senior audiences.

Education:

• Bachelor’s/University degree or equivalent experience.
• English professional level.

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Job Family Group:

Marketing

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Job Family:

Customer Experience

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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