Carmen Martínez Juárez in

Carmen Martínez Juárez

Critic · DISC type C
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

How Carmen shows up

ROI Driven
Precise
Negotiator

They like to take decisions independently and do not seek others' support often. They prefer to analyze logically and value objective facts over emotions. They don’t appreciate bells and whistles unless backed by data.

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

No media yetWe could not find public media appearances for this person.
Education
Lic. en Administración de empresas
Universidad Mexiquense
Certificación CEM Expert
IZO
Social presence
in
Behavioral profile

DISC profile (public)

C

Calculativeness (C)

Calculativeness (C) reflects the degree to which a person is likely to be cautious, systematic and analytical. Those scoring high tend to emphasise quality and accuracy.

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