BANAMEX UX Researcher Senior (C13)

📍 Job Overview

Job Title: BANAMEX UX Researcher Senior (C13)

Company: Citi

Location: Ciudad de México, Mexico

Job Type: Full time

Category: User Experience (UX) Research / Customer Experience (CX)

Date Posted: 2026-09-11

Experience Level: 6+ years

Remote Status: On-site (with potential for hybrid arrangement)

🚀 Role Summary

• Lead the strategic direction for user experience research across digital products and channels, driving customer-centric innovation.

• Design and execute comprehensive qualitative and quantitative research methodologies to uncover user needs, behaviors, and pain points.

• Translate complex research findings into actionable insights and strategic recommendations for senior stakeholders and cross-functional teams.

• Champion a user-centered design culture and best practices throughout the organization, fostering empathy and data-driven decision-making.

• Mentor and guide junior researchers and designers, contributing to the development of a high-performing UX Research function.

📝 Enhancement Note: While the listing specifies "BANAMEX," which is part of Citi, the role is deeply embedded within the technology and product development lifecycle, aligning it with a strategic operations function focused on optimizing the customer journey through data-informed design. The "C13" designation likely refers to a senior professional level within Citi's internal grading system.

📈 Primary Responsibilities

• Develop and implement end-to-end UX research strategies for digital products and banking channels, aligning with business objectives.

• Design, plan, and conduct user interviews, ethnographic studies, focus groups, usability testing sessions, and prototype validation exercises.

• Map and analyze the end-to-end customer journey, identifying critical touchpoints, pain points, and opportunities for service design improvements.

• Formulate, document, and rigorously validate hypotheses related to business goals and user experience through research.

• Create and maintain key UX artifacts such as customer journeys, user personas, service blueprints, and experience maps.

• Synthesize research data to derive actionable insights and compelling recommendations for Product, Design, Technology, and Business units.

• Define, track, and report on key experience metrics and user behavior patterns to measure the impact of implemented initiatives.

• Present research findings, strategic insights, and actionable recommendations to senior leadership and executive stakeholders.

• Actively promote and evangelize a user-centered design philosophy and UX research best practices across the organization.

• Provide mentorship and guidance to junior UX researchers and designers, fostering their professional development.

📝 Enhancement Note: The responsibilities clearly indicate a senior-level role requiring strategic leadership in UX research, not just execution. The emphasis on "translating findings into actionable recommendations" and "presenting to senior stakeholders" highlights the business impact and influence expected from this position.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Psychology, Design, Marketing, Communications, Anthropology, Sociology, Behavioral Science, or a related field.

• Master's degree is preferred.

• Equivalent experience will be considered. Experience:

• 6+ years of progressive experience in UX Research, Customer Experience Research, or closely related disciplines.

• Proven track record of leading complex research initiatives for digital products and services.

• Experience working within multidisciplinary teams using Agile development methodologies.

• Desirable experience in banking, financial services, fintech, or digital transformation environments. Required Skills:

• Expertise in qualitative research methodologies (e.g., user interviews, ethnography, focus groups).

• Proficiency in quantitative research methodologies (e.g., surveys, A/B testing analysis, behavioral data analysis).

• Strong command of Design Thinking and Human-Centered Design principles.

• Demonstrated ability in Customer Journey Mapping and Service Blueprinting.

• Experience conducting and analyzing Usability Testing.

• Skill in designing and validating experiments and hypotheses.

• Advanced proficiency in relevant UX research and collaboration tools (e.g., Figma, Miro, Dovetail, Qualtrics, UserTesting.com).

• Ability to analyze digital experience metrics and user behavior data.

• Exceptional strategic thinking and problem-solving capabilities.

• Proven ability to influence stakeholders and manage senior-level relationships.

• Excellent executive communication, presentation, and storytelling skills.

• Deep customer orientation and empathy.

• Strong analytical and critical thinking skills.

• Experience in change management within a corporate setting.

• Demonstrated ability in cross-functional collaboration and transversal leadership. Preferred Skills:

• Experience in the financial services or fintech industry.

• Familiarity with Service Design principles and application.

• Advanced certifications in UX Research, Human-Centered Design, or Service Design.

• Experience with advanced analytics and data visualization tools.

📝 Enhancement Note: The extensive list of required skills and the emphasis on strategic thinking, influence, and executive communication indicate that this role is crucial for informing high-level product and business strategy, making it a key operational lever for customer satisfaction and retention in the financial sector.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a diverse range of UX research projects, demonstrating end-to-end ownership from problem definition to actionable insights.

• Include case studies that highlight the application of various qualitative and quantitative research methods to solve complex problems.

• Present examples of customer journey maps, service blueprints, and user personas developed based on research.

• Demonstrate the ability to translate research findings into clear, concise, and actionable recommendations that drove product or business improvements.

• Quantify the impact of your research through metrics and demonstrable outcomes whenever possible, showcasing ROI. Process Documentation:

• Provide clear documentation of your research process, including planning, participant recruitment, data collection, analysis, and reporting.

• Illustrate how you have iterated on research methodologies or processes to improve efficiency or effectiveness.

• Showcase examples of how research insights were integrated into Agile development workflows and product roadmaps.

• Include examples of how you have defined and tracked key experience metrics post-implementation to measure success.

📝 Enhancement Note: For a senior UX Researcher role, a robust portfolio is non-negotiable. It serves as tangible proof of their ability to conduct rigorous research, synthesize complex data, and drive strategic decisions that impact the customer experience and, by extension, business performance. The emphasis on process documentation highlights the need for structured and repeatable research operations.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Senior UX Researchers in Mexico City with 6+ years of experience in large financial institutions, the estimated annual salary range is MXN $750,000 - $1,200,000. This range can vary based on specific experience, qualifications, and negotiation. Benefits:

• Comprehensive health insurance (medical, dental, vision) for employees and dependents.

• Generous paid time off, including vacation days, personal days, and national holidays.

• Retirement savings plan (e.g., Afore contributions).

• Life insurance and disability coverage.

• Employee Assistance Program (EAP) offering confidential counseling and support services.

• Opportunities for professional development, training, and continuous learning.

• Potential for performance-based bonuses.

• Citi employee discounts on various products and services.

• Access to Citi's global network and resources. Working Hours:

• Standard full-time workweek, typically 40 hours.

• While core hours are expected, flexibility may be available, subject to team and project needs, especially for research activities that require off-hours user engagement.

• The role is based in Mexico City, implying an on-site or hybrid work arrangement.

📝 Enhancement Note: The salary estimate is based on research for senior-level UX Researcher roles in major metropolitan areas in Mexico, considering the financial sector and large corporate environment (Citi). Benefits are standard for multinational corporations of Citi's caliber, tailored to provide comprehensive support for employees and their families.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Banking. Citi operates as a global financial services corporation, offering a wide range of products and services, including consumer banking (through Banamex in Mexico), corporate banking, investment banking, and wealth management. This context means the UX Research function is critical for navigating complex regulatory environments and meeting diverse customer needs.

Company Size: Citi is a very large, multinational corporation (over 200,000 employees globally). This scale implies robust processes, extensive resources, and opportunities for impact across a vast customer base. For operations roles, it means navigating matrixed organizations and adhering to established governance.

Founded: Citi was founded in 1812, bringing a long history of financial expertise and a deep understanding of market dynamics. This legacy suggests a culture that values stability, trust, and long-term strategic planning, alongside a modern drive for digital innovation.

Team Structure:

• The UX Researcher Senior will likely be part of a broader Digital Transformation, Product Development, or Design team.

• This team may include Product Managers, UX/UI Designers, other UX Researchers, Data Analysts, and Engineering leads.

• The reporting structure will likely lead up to a Head of UX, Director of Product, or a similar senior leadership role within the digital or technology division.

• Collaboration is expected to be highly cross-functional, working closely with business units, technology teams, marketing, and compliance to ensure a holistic customer experience. Methodology:

• The team likely operates under Agile methodologies, with a strong emphasis on iterative development and continuous feedback loops.

• Data analysis and insights generation are core to informing strategy and decision-making.

• Workflow optimization is a constant pursuit, aiming to streamline processes for product development and customer service.

• Automation is increasingly leveraged to improve efficiency in research, analysis, and reporting.

Company Website: https://www.citi.com/ and https://www.banamex.com/

📝 Enhancement Note: Understanding Citi's global scale and Banamex's specific market position in Mexico is crucial. The "Technology" job family and "Applications Development" job family classification suggest this role is embedded within the tech organization, focusing on the practical application of UX research to build and improve digital financial products.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position (C13 designation), indicating significant autonomy, strategic responsibility, and the expectation to lead complex initiatives and mentor others. It sits above entry-level and mid-level roles, often serving as a stepping stone to Principal Researcher or management positions.

Reporting Structure: The Senior UX Researcher will report to a manager or director overseeing UX Research, Product Design, or Digital Product Development. They will work closely with Product Managers, Designers, and Engineers, influencing product roadmaps and strategic decisions.

Operations Impact: The UX Researcher's impact is directly tied to enhancing customer experience, which is a critical driver of customer acquisition, retention, and loyalty in the financial services industry. By identifying and addressing user pain points, they directly contribute to customer satisfaction, operational efficiency (reducing support calls from usability issues), and ultimately, revenue growth through improved product adoption and engagement.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies (e.g., advanced quantitative analysis, service design for complex ecosystems) or industry verticals within Citi.

• Leadership: Transition into roles with direct people management responsibilities, leading a team of UX researchers.

• Strategic Influence: Move into Principal or Lead Researcher roles, setting the strategic direction for UX research across larger product portfolios or business units.

• Cross-functional Mobility: Leverage research insights to move into Product Management, Design Strategy, or Customer Experience Strategy roles.

• Global Opportunities: As a multinational corporation, Citi offers potential for international assignments or collaborations.

📝 Enhancement Note: The "Senior" title and "C13" designation point to a role with significant career potential. The growth opportunities are framed within the context of a large, established financial institution, emphasizing both deep specialization and broader strategic leadership.

🌐 Work Environment

Office Type: The role is based at "BANAMEX AV. REVOLUCION NO. 1267, COL. LOS ALPES CIUDAD DE MEXICO," indicating a corporate office environment. Given the "Full time" employment type and the specific address, it suggests an on-site presence is expected, though hybrid arrangements are common in large corporations today.

Office Location(s): The primary location is Ciudad de México, Mexico City. Citi has a significant presence in major business districts across Mexico City.

Workspace Context:

• The workspace will likely be a modern corporate office designed for collaboration, with access to meeting rooms, project spaces, and individual workstations.

• Expect to utilize a range of digital tools and platforms for research, collaboration, and project management.

• Opportunities for interaction with diverse teams (Product, Design, Engineering, Business) will be abundant, fostering a dynamic and collaborative atmosphere.

• The environment will likely be fast-paced, especially within the digital and product development teams, requiring adaptability and agility.

Work Schedule: The standard work schedule will be full-time, aligning with typical business hours in Mexico City. While flexibility might be offered, the nature of user research may require occasional adjustments to accommodate participant availability or critical project deadlines.

📝 Enhancement Note: The specific address anchors the role to a physical location, suggesting a strong emphasis on in-person collaboration, which is often beneficial for complex research and strategic alignment in large organizations. The mention of "hybrid" in the AI data suggests this is a possibility, which candidates should clarify during the interview process.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will conduct an initial call to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A discussion with the hiring manager focusing on your experience, approach to UX research, strategic thinking, and leadership potential. Be prepared to discuss your motivations for applying to Citi/Banamex.

• Portfolio Review: A dedicated session where you will present 2-3 key UX research case studies from your portfolio. This is critical for demonstrating your process, impact, and ability to communicate complex findings.

• Cross-functional Interviews: You may meet with key stakeholders from Product, Design, Engineering, or Business teams to assess collaboration skills and strategic alignment.

• Senior Leadership Interview: A final interview with a director or VP-level executive to evaluate strategic impact, leadership capabilities, and overall fit within the organization.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your senior-level experience, strategic thinking, and impact on business outcomes.

Prioritize projects that involved complex problems or significant organizational influence.

• Structure Your Narrative: For each case study, clearly articulate:

  • The business problem and research objectives.
  • Your role and responsibilities.
  • The research methodologies employed and why they were chosen.
  • Key findings and insights.
  • Actionable recommendations and their implementation.
  • The measurable impact or outcomes (quantify whenever possible).

• Highlight Process: Explain your research process, including how you navigated challenges, collaborated with teams, and ensured your insights led to tangible improvements.

• Showcase Tools: Mention the tools you used (Figma, Miro, Qualtrics, etc.) but focus on how they enabled your research, not just that you used them.

• Practice Your Presentation: Rehearse your presentation to ensure it is concise, engaging, and within the allotted time. Be prepared for in-depth questions about your methodology, decision-making, and impact.

Challenge Preparation:

• While not explicitly mentioned, be prepared for potential case studies or hypothetical research scenarios during the interview process.

• Practice articulating your approach to common UX research challenges, such as dealing with difficult stakeholders, limited research budgets, or tight timelines.

• Be ready to discuss how you would approach a specific research problem related to banking or financial services.

📝 Enhancement Note: The emphasis on a portfolio review and the multi-stage interview process are typical for senior roles in large corporations. Candidates must be prepared to not only demonstrate technical proficiency but also strategic thinking, communication skills, and the ability to drive impact within a complex organizational structure.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: UserTesting.com, Lookback, Maze, Qualtrics (for surveys and advanced research design).

• Collaboration & Synthesis: Miro, Mural, Dovetail (for research synthesis, affinity mapping, journey mapping).

• Design & Prototyping: Figma (essential for reviewing prototypes, creating simple wireframes, and collaborating with designers).

• Data Analysis: Excel, Google Sheets, potentially R or Python for statistical analysis if quantitatively focused.

• Presentation: PowerPoint, Google Slides, Keynote for presenting findings to stakeholders.

Analytics & Reporting:

• Familiarity with web analytics tools (e.g., Google Analytics) and in-app analytics platforms (e.g., Amplitude, Mixpanel) is beneficial for understanding user behavior data.

• Experience with business intelligence tools (e.g., Tableau, Power BI) for visualizing and reporting on key metrics.

• Ability to analyze CRM data or customer feedback platforms for qualitative insights. CRM & Automation:

• While not directly a CRM management role, understanding how user research data can feed into CRM strategies or customer segmentation is valuable.

• Familiarity with project management tools like Jira or Asana for tracking research tasks within Agile workflows.

• Understanding of how automation can streamline research operations (e.g., participant recruitment, survey distribution).

📝 Enhancement Note: This role requires proficiency in a range of tools essential for modern UX research. The list provided in the job description is a good starting point, but candidates should highlight their experience with similar or complementary tools, demonstrating adaptability and a broad understanding of the UX research toolkit.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A foundational value, emphasizing understanding and prioritizing customer needs in all product and service development.

• Data-Driven Decision Making: Reliance on research insights and metrics to guide strategic choices and validate hypotheses, moving beyond intuition.

• Collaboration & Teamwork: A strong emphasis on working effectively across diverse teams (Product, Design, Engineering, Business, Compliance) to achieve shared goals.

• Innovation & Agility: A drive to continuously improve and adapt, embracing new methodologies and technologies to stay competitive in the financial sector.

• Integrity & Accountability: Upholding high ethical standards and taking ownership of research outcomes and their impact.

Collaboration Style:

• Cross-functional Integration: Expect to work closely with Product Managers to define research questions, Designers to test concepts, and Engineers to understand technical feasibility.

• Constructive Feedback: A culture of open and honest feedback is crucial for refining research approaches and product designs.

• Knowledge Sharing: Actively participate in sharing research findings and best practices across teams and departments to build a collective understanding of the user.

• Process Improvement Mindset: A willingness to explore and implement more efficient and effective research processes.

📝 Enhancement Note: Understanding Citi's core values and how they translate into the daily operations of a UX research team is key. The emphasis on collaboration and data-driven decisions underscores the operational nature of this role within a large, regulated industry.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Organization: Working within a global financial institution like Citi/Banamex can involve complex stakeholder landscapes, matrixed reporting structures, and established processes that require skilled navigation.

• Balancing Rigor with Speed: The need to conduct thorough, high-quality research while meeting the fast-paced demands of Agile development and digital product launches.

• Translating Insights into Action: Ensuring that research findings are not just delivered but are understood, adopted, and acted upon by various teams, often requiring strong persuasion and influence skills.

• Measuring Impact: Quantifying the direct business impact of UX research can be challenging, requiring creativity in defining and tracking relevant metrics.

• Keeping Pace with Technology: The rapid evolution of digital banking and fintech requires continuous learning and adaptation of research methodologies.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to deepen expertise in specialized research areas such as generative AI's impact on UX, advanced behavioral economics, or large-scale quantitative analysis.

• Industry Exposure: Gaining deep insights into the financial services industry, its regulatory environment, and customer needs.

• Leadership Development: Potential pathways into management roles, leading teams, and shaping research strategy for significant product portfolios.

• Cross-Disciplinary Learning: Exposure to product management, service design, and technology development cycles within a leading financial institution.

• Formal Training & Certifications: Citi often supports professional development through internal training programs, external conferences, and relevant certifications.

📝 Enhancement Note: Acknowledging the inherent challenges of a senior role in a large corporation and framing them as opportunities for growth and skill development is essential for attracting top talent. The growth opportunities highlight the career trajectory within a global financial powerhouse.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a research strategy for a new digital banking feature aimed at Gen Z users?" (Focus on methodology, target audience, and iterative testing.)

• "Describe a time you had to influence a senior stakeholder who was resistant to your research findings. How did you approach it, and what was the outcome?" (Focus on communication, data-driven persuasion, and stakeholder management.)

• "Imagine we want to improve the onboarding process for new credit card customers. What research steps would you take, and what key metrics would you track?" (Focus on end-to-end journey mapping, usability testing, and defining success metrics.) Company & Culture Questions:

• "What interests you specifically about working for Citi/Banamex and in the financial services industry?" (Research Citi's mission, values, recent initiatives, and Banamex's market position.)

• "How do you foster a user-centered culture within cross-functional teams that may not be UX-focused?" (Discuss evangelization, collaboration, and making research accessible.)

• "How do you measure the success and impact of your UX research initiatives?" (Prepare examples of metrics and ROI you've demonstrated.) Portfolio Presentation Strategy:

• Select Impactful Projects: Choose 2-3 case studies that demonstrate senior-level thinking, strategic problem-solving, and quantifiable results. Prioritize projects that align with financial services or complex digital products.

• Tell a Story: Structure each case study as a narrative: Problem -> Your Role & Approach -> Key Insights -> Recommendations -> Impact.

• Quantify Everything Possible: Use data, metrics, and specific outcomes to showcase the value of your work. Even qualitative impact can be framed with concrete examples.

• Be Prepared for Deep Dives: Anticipate questions about your methodology choices, participant recruitment, data synthesis, and how you handled unexpected findings or challenges.

• Showcase Collaboration: Highlight how you partnered with Product, Design, and Engineering teams, demonstrating your ability to integrate research into the development lifecycle.

📝 Enhancement Note: Interview preparation for a senior UX Researcher role requires demonstrating not just research skills but also strategic acumen, business understanding, and the ability to influence within a large, regulated organization.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link: https://citi.wd5.myworkdayjobs.com/2/job/Ciudad-De-Mexico-Distrito-Federal-Mexico/BANAMEX-UX-Researcher-Senior--C13-_26994596

• Customize Your Resume: Tailor your resume to highlight keywords and responsibilities mentioned in the job description, particularly focusing on your 6+ years of experience, senior-level leadership in UX research, and relevant industries (financial services, digital transformation).

• Prepare Your Portfolio: Select 2-3 of your strongest UX research case studies. Ensure they clearly demonstrate your strategic approach, methodology, actionable insights, and measurable impact. Be ready to present these concisely and effectively.

• Research Citi and Banamex: Understand their digital offerings, recent news, and company values. Familiarize yourself with the financial services landscape in Mexico.

• Practice Your Interview Responses: Prepare for behavioral questions, strategic thinking scenarios, and be ready to articulate your experience and passion for UX research within the context of a leading financial institution.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.