Head of Customer Experience Design — Mexico

🏢 ABOUT THE COMPANY

Citi, the leading global bank, has a long history of innovation and commitment to our customers. Founded in 1812 as the City Bank of New York, we have grown into one of the world's largest financial institutions, with over 200 million customers in 160 countries. Our mission is to enable economic growth and progress for all people worldwide, by providing a wide range of financial services, products and solutions. As a leading global bank, we are committed to diversity, equity and inclusion, and have been recognized as a top employer in many countries. With a strong culture of innovation, we have introduced numerous groundbreaking products and services, such as mobile banking, electronic payment systems, and online trading platforms.

🎯 ROLE OVERVIEW

As the Head of Customer Experience Design at Citibank Mexico, you will lead the team responsible for designing and delivering exceptional customer experiences across all channels and touchpoints. You will report directly to the Country Head of Retail Banking and will be part of the leadership team that drives the bank's growth and profitability in Mexico. Your key focus will be on developing a deep understanding of customer needs, behaviors and preferences, and using this insights to design and implement customer-centric solutions that meet and exceed customer expectations. You will work closely with cross-functional teams, including product development, marketing, and operations, to ensure seamless execution and delivery.

📋 KEY RESPONSIBILITIES

. Develop and execute a customer experience strategy that aligns with the bank's overall business objectives and drives customer growth, loyalty and advocacy.

. Conduct customer research and analysis to understand customer needs, behaviors and preferences, and to identify opportunities for improvement.

. Design and implement customer-centric solutions across all channels and touchpoints, including digital, mobile, social media and in-branch.

. Collaborate with cross-functional teams to develop and implement customer experience metrics and benchmarks.

. Develop and manage the budget and resources required to deliver customer experience initiatives.

. Identify and mitigate risks associated with customer experience initiatives.

. Stay up-to-date with industry trends and best practices in customer experience design.

. Develop and deliver training programs for employees on customer experience principles and practices.

. Analyze and report on customer experience metrics and key performance indicators (KPIs).

. Identify opportunities for process improvements to drive efficiency and effectiveness.

. Develop and implement plans to address customer complaints and feedback.

. Collaborate with IT to ensure technology solutions are customer-centric and meet customer needs.

. Stay aligned with regulatory requirements and industry standards related to customer experience.

✅ REQUIRED QUALIFICATIONS

. 8+ years of experience in customer experience design or a related field.

. Bachelor's degree in Design, Marketing, Business or a related field.

. Proven track record of delivering customer experience initiatives that drive business results.

. Strong understanding of customer experience principles and practices.

. Excellent communication and project management skills.

. Ability to work effectively in a fast-paced environment with multiple priorities.

. Strong analytical skills with ability to collect and analyze customer data.

. Experience working in financial services or a related industry.

. Spanish language proficiency.

⭐ PREFERRED QUALIFICATIONS

. Master's degree in Design, Marketing, Business or a related field.

. Experience working in a global or multicultural environment.

. Knowledge of design thinking and human-centered design principles.

. Familiarity with customer experience tools and technologies, such as journey mapping and customer journey analytics.

. Experience developing and implementing customer experience metrics and benchmarks.

. Certification in customer experience or a related field.

💰 WHAT WE OFFER

We offer a highly competitive salary range of MXN 50000 to MXN 80000 per annum, depending on experience, plus a comprehensive benefits package, including health insurance, retirement plan, and vacation days. We also offer a generous learning and development budget and opportunities for career growth and advancement. As a remote worker, you will have the flexibility to work from home and enjoy a better work-life balance. Our team is diverse, collaborative and passionate about delivering exceptional customer experiences.

👥 ABOUT THE TEAM

Our team is a group of talented and experienced professionals who are passionate about delivering exceptional customer experiences. We are a collaborative and diverse team that values innovation, creativity and customer centricity. We are committed to driving business results and making a positive impact on our customers' lives.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you and starting a conversation about how you can contribute to our team.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, MX
Address	Avenida Reforma 123, Colonia Cuauhtémoc, 06500 Ciudad de México, CDMX, 06500
Salary	MXN 50,000 – 80,000 / year
Industry	General
Company	Citibank
Valid Until	2026-09-15

📨 How to Apply

Submit your updated CV and a brief cover letter to Citibank. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.