Carmen Martínez Juárez in

Carmen Martínez Juárez

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Director Experiencia del cliente- Cultura centrada en el cliente at Grupo Financiero Banorte
📍 Toluca, México, Mexico

As Director of Customer Experience at Grupo Financiero Banorte, Carmen leverages over 20 years in the financial sector to foster a customer-centric culture. She specializes in large-scale transformations and is a certified CEM Expert with a degree in Business Administration.

She led a team that received a prestigious award from the President of Mexico, recognizing them as a national example of exceptional teamwork.

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Experience
23 Years
Current Role
Director Experiencia del cliente- Cultura centrada en el cliente
Job Level
Mid-senior
Location
Toluca, México, Mexico
Personality Overview

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Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Carmen cares about

Customer-Centric Culture
Her role is dedicated to embedding a customer-first culture through new service models, recognition programs, and developing employee competencies.
Process Improvement
Has deep experience leading over 200 improvement groups focused on critical processes that directly impact the customer's perception of service.
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Career

Work history

6-2021
Director Experiencia del cliente- Cultura centrada en el cliente
Grupo Financiero Banorte
10-2015 - 8-2021
Sub-director Experiencia del Cliente /Cultura centrada en el cliente
Grupo Financiero Banorte
10-2014 - 8-2021
Consultor de metodologias para la mejora continua de procesos, productos y servicios
Autónomo
11-1997 - 10-2009
Gerente de servicios de atención al cliente
HSBC
In the press

Media appearances

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Education
Lic. en Administración de empresas
Universidad Mexiquense
Certificación CEM Expert
IZO
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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