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BANAMEX - Digital Product Owner - C11 - Ciudad De Mexico

Job Req ID 25825612 Location(s) Ciudad De Mexico, Mexico Job Type On-Site/Resident Job Category Product Management and Development

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The Digital BP&A Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

Build and maintain relationships with customer service operations leaders and support organizations
Maintain awareness of the business priorities of your internal customer and identify areas where analytics can be leveraged to support them
Update internal customers regularly and consistently to ensure alignment between business objectives and the analytics body of work
Employ data science techniques to identify the actual source(s) of pain points in our call center operations, improve client experience, reduce expenses, enhance revenue, and ensure adherence to compliance and control procedures
Quantify estimated and realized financial and client experience benefits from the adoption of recommendations made using customer experience data
Create detailed project plans for research work and deliver on stated timelines
Analyze large amounts of complex call center data and present in a clear and actionable format
Partner with Operational partners and internal Relationship Management teams to implement, maintain, and design analytic plans of action
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

2-5 years relevant experience
Experience in establishing and managing governance and control processes
Experience building and delivering professional, succinct presentations to describe project or analysis proposals, results, and recommended actions
Advanced knowledge of the SQL environment and ability to utilize the data in SQL tables to mine for insights
Proven analytical skills; can extract meaningful insights from large and complex data sets
Ability to explain complex problems in a manner that can be understood by all levels of the organization from front line agents to senior managers
Ability to prioritize competing demands and maintain focus on initiatives
Advanced knowledge of SQL, Microsoft Excel, Word, and Power Point
In depth knowledge of customer feedback measures such as NPS, overall satisfaction, and rep satisfaction

Education:

Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Conocimiento E2E de ciclo de desarrollo de productos digitales.
Experiencia en creación de productos digitales desde cero, liderando cada una de las etapas de desarrollo, buscando minimizar impactos y riesgos para poder entregar en tiempo y forma cada proyecto.
Conocimiento y manejo de planificaciones E2E
Experiencia en mapeo de procesos identificando oportunidades para poder proponer mejorar e implementarlas lo antes posible.
Experiencia en redacción de US, US MAP, EPICAS, JIRA
Habilidad de comunicación asertiva con equipo de trabajo interno y externo
Habilidad de exponer y defender los puntos de vista
Experiencia trabajando con equipos TECH E2E, FRONT, APIS, BACK
Experiencia trabajando con equipo de investigación de mercado así como equipos de UX/UI y contenido

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Job Family Group:

Product Management and Development

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Job Family:

Digital Product Management

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Time Type:

Full time

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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