Customer Success (CS) Design Associate

BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals who work in multidisciplinary teams and with profiles as diverse as financial, legal experts, data scientists, developers, engineers, or designers.

What We Are Looking For

We are looking for a strategic profile to join as a Customer Success (CS) Design Associate, responsible for the Evolution and Management of Unique Experience. The objective is to attend to the BEI in topics of model and its systematics as well as the certification of Unique Experience, evolving the requirements of the area towards a strategy and design approach.

Main Responsibilities

• Design and develop strategies for the management and direction model, including commercial systematics and "by the book" guidelines.
• Develop models of approach to clients by specialized segments in Companies and Institutions, adapting the strategy for the General Direction, Country Manager Mexico, and Holding.
• Contribute to the design of banking strategies to maintain leadership in customer experience indicators by analyzing national and international best practices.
• Execute and design the certification of the unique experience, ensuring its correct measurement with a continuous improvement approach.
• Support the development of projects aligned with the RCP (Radical Client Perspective) strategy in CX for BEI.
• Analyze service KPIs (NPS) of the networks to propose actions that improve the perception of quality of the internal and external client, identifying service levers and detractors.
• Design the Corporate Onboarding in terms of customer experience to ensure the permeability of the model in the BEI networks.
• Refine the attention model between the Account Executive (RM) and the internal service fronts for the management of critical contact points.
• Conduct in-depth interviews (Voice of the Customer) with key users in companies to adapt the attention processes to their needs.

Challenges of the Position

The main challenge consists of transforming the current operational vision of the team into a strategic vision and continuous improvement, achieving to create models from scratch (as in the case of USAC Divisional) to adapt to the changes in the network.

Knowledge

• Handling of the Salesforce platform at any level.
• Ability to make strategic proposals.
• Creation of executive level documents and presentations.
• Design of KPIs of unique experience strategy and NPS.
• Knowledge of the BEI networks (desirable).

Desirable Knowledge

• Use of Artificial Intelligence tools (ChatGPT or similar).
• Specialty or Master’s Degree.

Education

• Bachelor’s Degree in Marketing, Design, or Related Field.

Experience

• Previous experience in CX Design, continuous improvement, or strategic vision roles, preferably with knowledge in wholesale banking models.

Key Competencies

• The customer is first.
• Effective communication.
• Decision making.

How To Apply

If you are interested, apply by clicking on "Apply". Don’t forget to attach your updated CV.

In case you require any reasonable adjustments* in your selection process, communicate it to the recruiter in the first contact.

In BBVA we believe that having a diverse team makes us a better bank. For this reason, we actively support diversity, inclusion, and equal opportunities, regardless of your ethnic or national origin, sex, age, religion, disability, sexual orientation, gender identity or expression, social condition, health condition, opinions, marital status, or any other that may violate human dignity and aim to annul or undermine the rights and freedoms of individuals. We are sure that cultivating a collaborative and inclusive work environment will allow us to show the best of ourselves.

*Reasonable adjustments comprise the modifications and/or adaptations that the company can make, during your selection process, so that you can carry out said process adequately.

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