BANAMEX UX Researcher Senior (C13) Canales Digitales AFORE

📍 Job Overview

Job Title: UX Researcher Senior (C13) - Digital Channels AFORE

Company: Citi (Banaméx)

Location: Ciudad de México, Mexico

Job Type: Full time

Category: User Experience (UX) Research / Digital Transformation Operations

Date Posted: November 4, 2026

Experience Level: Senior (6+ years)

Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end user experience research strategy for digital channels within the AFORE (retirement fund) division, focusing on identifying critical customer needs, behaviors, and opportunities for enhancement.

• Design and execute comprehensive qualitative and quantitative research initiatives to inform product development, service design, and overall customer journey optimization for complex digital platforms.

• Translate complex research findings into clear, actionable insights and strategic recommendations for senior stakeholders, product teams, design, and technology departments to drive evidence-based decision-making.

• Champion a user-centric design culture across the organization, promoting best practices in UX research and mentoring junior researchers to foster a robust internal UX capability.

📝 Enhancement Note: This role is positioned within the "Technology" job family group and "Applications Development" job family at Citi, indicating a strong focus on the technical and strategic application of UX research within digital product development. The "C13" designation suggests a senior individual contributor or team lead role with significant responsibility. The AFORE context implies a need to understand financial services regulations and customer trust dynamics.

📈 Primary Responsibilities

• Design and implement advanced qualitative and quantitative research methodologies (e.g., interviews, ethnographic studies, focus groups, usability testing, prototype validation) tailored to the specific needs of Banaméx's digital AFORE products and channels.

• Conduct in-depth analysis of the customer journey, identifying key pain points, unmet needs, and opportunities for innovation to enhance user satisfaction and engagement.

• Develop and validate hypotheses related to business objectives and user experience improvements, ensuring alignment with strategic goals and market demands.

• Create and maintain essential UX artifacts, including detailed customer journeys, user personas, service blueprints, and experience maps to visualize and communicate user-centered insights.

• Translate research outcomes into concrete, actionable recommendations, clearly articulating the "why" and "how" to cross-functional teams (Product, Design, Technology, Business) to facilitate informed decision-making and strategic planning.

• Define, track, and report on key user experience metrics and performance indicators (KPIs) to measure the impact of implemented initiatives and drive continuous improvement cycles.

• Present research findings, strategic insights, and actionable recommendations effectively to senior leadership and key business stakeholders, influencing strategic direction and investment.

• Actively promote and embed a user-centric design philosophy and best practices in UX research throughout the organization, fostering a culture of empathy and data-driven design.

• Provide mentorship and guidance to junior UX researchers or designers, fostering their professional development and enhancing the overall research capabilities within the team.

📝 Enhancement Note: The responsibilities highlight a senior-level role requiring not only execution but also strategic leadership in research design, stakeholder influence, and cultural propagation of UX principles. The focus on AFORE digital channels implies a need to navigate complex financial products and customer trust considerations.

🎓 Skills & Qualifications

Education:

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

• Master's degree is preferred, indicating a desire for advanced theoretical and practical understanding.

• University/bachelor's degree or equivalent experience is a minimum requirement. Experience:

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

• Demonstrated experience leading complex research initiatives for high-stakes digital products and platforms.

• Proven track record of collaborating effectively within multidisciplinary teams using Agile methodologies.

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

• Expert proficiency in both qualitative and quantitative UX research methodologies.

• Deep understanding and practical application of Design Thinking and Human-Centered Design principles.

• Advanced skills in Customer Journey Mapping and Service Design to visualize and optimize end-to-end user experiences.

• Proficiency in conducting Usability Testing and validating prototypes to gather user feedback early in the design process.

• Experience in designing, validating, and iterating on business and user experience hypotheses.

• Strong stakeholder management and executive communication skills, with the ability to influence decision-making.

• Exceptional storytelling capabilities to translate data into compelling narratives.

• Advanced English proficiency for conducting interviews, workshops, and presenting findings. Preferred Skills:

• Experience with specific UX research and collaboration tools such as Figma, Miro, Dovetail, Qualtrics, UserTesting, or similar platforms.

• Familiarity with analyzing digital experience metrics and user behavior data.

• Experience in the financial services sector, particularly with retirement funds (AFORE) or digital banking products.

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

📝 Enhancement Note: The educational requirements lean towards social sciences and design, emphasizing the human element of UX. The experience level and preferred industry background suggest a need for candidates who can hit the ground running with complex financial products and understand the nuances of digital transformation in a regulated environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a portfolio showcasing a minimum of 6+ years of UX research work, with a strong emphasis on complex digital products and channels, ideally within the financial services sector.

• Include detailed case studies that clearly outline research objectives, methodologies employed, user insights generated, and the direct impact of those insights on product improvements and business outcomes.

• Showcase examples of created UX artifacts such as customer journey maps, service blueprints, personas, and usability testing reports, illustrating your ability to visualize and communicate user understanding.

• Highlight projects where you have successfully translated research findings into actionable recommendations that influenced product strategy and design decisions.

• Evidence of experience in defining and tracking user experience metrics and demonstrating the ROI of UX initiatives. Process Documentation:

• Provide documentation or case studies detailing your process for designing and executing end-to-end research studies, from initial planning and hypothesis formulation to data analysis and reporting.

• Illustrate your approach to collaborating with cross-functional teams (Product, Design, Engineering, Business) throughout the research and design lifecycle, particularly within Agile frameworks.

• Show examples of how you have documented and presented research findings and recommendations to senior stakeholders, including the use of storytelling and data visualization.

• Demonstrate your process for mentoring junior researchers or contributing to the development of UX best practices within an organization.

📝 Enhancement Note: A robust portfolio is critical for this senior role. Candidates should prepare to articulate their research process, demonstrate impact with quantifiable results, and showcase their ability to influence product strategy through user-centered insights. The emphasis on "Digital Channels AFORE" means portfolio pieces related to financial services or complex user flows will be highly valued.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Senior UX Researchers in Mexico City with 6+ years of experience in the financial services sector, the estimated annual salary range is MXN $750,000 - $1,100,000. This range accounts for the seniority of the role, the complexity of the financial industry (AFORE), and the strategic impact expected.

• Methodology: This estimate is derived from analyzing publicly available salary data for similar roles in Mexico City via platforms like Glassdoor, LinkedIn Salary, and local recruitment agency reports, adjusted for the specific requirements of a senior role at a large financial institution like Citi.

Benefits:

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

• Retirement savings plan (AFORE contribution matching or similar financial planning tools).

• Life insurance and disability coverage.

• Opportunities for professional development, including training, certifications, and conference attendance.

• Potential for performance-based bonuses and annual salary reviews.

• Employee assistance programs and wellness initiatives.

• Paid time off, including vacation days, holidays, and personal leave. Working Hours:

• Full-time position, typically 40 hours per week.

• Hybrid work arrangement, requiring a balance of on-site presence in Mexico City for collaboration and in-office activities, with flexibility for remote work. Specific office days will likely be determined by team needs and management guidance.

📝 Enhancement Note: The salary range is an estimate and may vary based on the candidate's specific qualifications, negotiation, and Citi's internal compensation structure. The benefits package is typical for a large multinational corporation like Citi, with a strong emphasis on financial security and employee well-being, aligning with the financial industry context.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Banking Technology (Fintech Integration)

Company Size: Large Enterprise (100,000+ employees globally, significant presence in Mexico)

Founded: 1812 (Citi), Banaméx has a long-standing history in Mexico, acquired by Citi in 2001. This blend offers a deep understanding of the Mexican market combined with global best practices.

Team Structure:

• The UX Researcher Senior will likely be part of a broader Digital Transformation or Product Development team within Banaméx, focusing specifically on the AFORE business line.

• This team will likely comprise Product Managers, UX/UI Designers, Software Engineers, Data Analysts, and business stakeholders from the AFORE division.

• The role will report to a UX Lead, Head of Product Design, or a Director of Digital Channels, with significant cross-functional collaboration across business units. Methodology:

• Citi/Banaméx emphasizes a data-driven approach to product development and customer experience, integrating Agile methodologies with a focus on innovation and customer-centricity.

• Expect a strong emphasis on measurable outcomes, continuous improvement, and leveraging technology to enhance customer interactions and operational efficiency.

• The company culture likely values collaboration, professional development, and adherence to regulatory compliance, especially within the financial services sector.

Company Website: https://www.citigroup.com/, https://www.banamex.com/

📝 Enhancement Note: Citi is a global financial services giant with a significant digital transformation agenda. Banaméx represents its core retail banking operations in Mexico. The role operates at the intersection of established financial services and evolving digital product development, requiring an understanding of both traditional banking needs and modern UX principles.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor / Specialist. This role is designed for an experienced professional who can operate autonomously, lead research initiatives, and influence strategic direction without direct reports initially, though mentorship is expected.

Reporting Structure: Typically reports to a UX Lead, Head of Product, or Director of Digital Channels within the AFORE digital transformation group. This provides exposure to senior leadership and strategic decision-making processes.

Operations Impact: The primary impact of this role is on enhancing the user experience of Banaméx's digital AFORE products. This directly influences customer acquisition, retention, satisfaction, and engagement, which are critical drivers of revenue and market share in the competitive financial services sector. Strategic UX research can lead to significant improvements in operational efficiency by reducing support costs and increasing self-service adoption.

Growth Opportunities:

• Specialization: Deepen expertise in financial services UX, complex digital product research, or specific methodologies like service design.

• Leadership: Transition into a UX Lead or Manager role, overseeing a team of researchers and designers, and taking on greater strategic responsibility.

• Cross-Functional Mobility: Move into Product Management, Digital Strategy, or Customer Experience Strategy roles within Citi/Banaméx by leveraging deep customer understanding and strategic influence.

• Global Opportunities: Citi's global presence offers potential for international assignments or collaboration on global UX initiatives.

📝 Enhancement Note: This role offers a clear path for career advancement within a large, established organization. The focus on digital transformation within a core financial product like AFORE provides significant opportunities to build expertise and demonstrate impact, leading to leadership roles or specialized strategic positions.

🌐 Work Environment

Office Type: Hybrid. This implies a mix of remote work and on-site presence at a Banaméx office in Ciudad de México. The specific balance will depend on team policies and project needs, but expect regular collaboration with colleagues.

Office Location(s): Ciudad de México, Distrito Federal, Mexico. The provided address is BANAMEX AV. REVOLUCION NO. 1267, COL. LOS ALPES. This is a key business hub, suggesting a professional and accessible work environment.

Workspace Context:

• The workspace is likely designed to foster collaboration, with opportunities to work closely with designers, product managers, and engineers.

• Access to standard office technology, software licenses (e.g., Figma, Miro, Qualtrics), and potentially dedicated research labs or testing facilities.

• Regular team meetings, workshops, and cross-functional syncs are expected, providing ample opportunities for interaction and knowledge sharing.

• Expect a professional, fast-paced environment common in large financial institutions undergoing digital transformation.

Work Schedule: Standard full-time hours (approx. 40 hours/week), with potential for flexibility depending on project deadlines and team agreements. The hybrid model allows for some autonomy in managing work-life balance.

📝 Enhancement Note: The hybrid nature of the role requires self-discipline and strong communication skills to maintain effectiveness. Proximity to the office location in Ciudad de México is essential for on-site days. The environment will likely be dynamic, balancing structured processes with the need for agility in digital product development.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A recruiter or HR representative will review your application and resume to assess basic qualifications and fit. Be prepared to briefly articulate your relevant experience.

2. Hiring Manager Interview: A conversation with the hiring manager (likely a UX Lead or Product Director) to delve deeper into your experience, research methodologies, and strategic thinking. Focus on your leadership in past UX research projects and your understanding of the financial services domain.

3. Portfolio Review & Case Study Presentation: This is a critical stage. You will likely present 1-2 detailed case studies from your portfolio, showcasing your research process, insights, and impact. Be ready to answer in-depth questions about your decision-making, challenges, and results.

4. Cross-Functional Team Interviews: Interviews with potential colleagues (e.g., UX Designers, Product Managers, Engineers) to assess collaboration style, technical acumen, and cultural fit. Expect behavioral questions and scenario-based challenges.

5. Senior Leadership Interview: A final interview with a senior executive to discuss strategic alignment, leadership potential, and overall fit within Citi's broader organizational goals.

Portfolio Review Tips:

• Curate Selectively: Choose 2-3 of your strongest, most relevant projects that demonstrate leadership, complex problem-solving, and significant impact, ideally related to digital products or financial services.

• Structure Your Narratives: For each case study, clearly articulate the problem, your role, the research methods used, key insights, how those insights informed decisions, and the measurable outcomes achieved. Use visuals effectively.

• Highlight Strategic Thinking: Emphasize how your research influenced product strategy, business goals, and user-centered design principles.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the tangible results of your work (e.g., improved conversion rates, reduced error rates, increased satisfaction scores).

• Be Ready for Deep Dives: Anticipate detailed questions about your methodology, decision-making process, and how you handled challenges or conflicting stakeholder opinions.

Challenge Preparation:

• Be prepared for potential "take-home" assignments or live exercises that might involve critiquing an existing digital experience, outlining a research plan for a new feature, or analyzing a dataset.

• Practice articulating your thought process clearly and concisely, as if presenting to a diverse group of stakeholders.

• Familiarize yourself with common UX challenges in the financial sector, such as building trust, simplifying complex information, and ensuring accessibility.

📝 Enhancement Note: The interview process is designed to thoroughly vet candidates for senior-level expertise, strategic thinking, and collaborative capabilities. A well-prepared, impactful portfolio presentation is crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: UserTesting.com, Lookback, Maze, or similar for remote usability testing and prototype validation.

• Qualitative Data Analysis: Dovetail, NVivo, or similar for organizing and analyzing qualitative research data.

• Collaboration & Whiteboarding: Miro, Mural, or Figma for collaborative design, journey mapping, and workshop facilitation.

• Survey & Data Collection: Qualtrics, SurveyMonkey, Google Forms for quantitative surveys and data gathering.

• Prototyping & Design: Figma (highly likely given its industry prevalence), Adobe XD, Sketch for reviewing prototypes and collaborating with designers.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for understanding user behavior on digital platforms.

• BI Tools: Tableau, Power BI (or Citi's internal equivalents) for visualizing research data and performance metrics.

• Customer Feedback Platforms: Tools for managing and analyzing customer feedback (e.g., Zendesk, Medallia, or internal systems).

CRM & Automation:

• While not a direct CRM role, understanding how user insights feed into CRM strategies and marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Marketing Cloud) can be beneficial.

• Familiarity with data integration principles to understand how research impacts broader customer data strategies.

📝 Enhancement Note: Proficiency with a range of UX research tools is essential. The ability to integrate insights from these tools with broader analytics and CRM data is a significant plus, demonstrating a holistic understanding of the customer lifecycle and business impact.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A foundational value, driving all research and design decisions to ensure user needs are at the forefront.

• Data-Driven Decision Making: Emphasis on using empirical evidence from research to inform strategy and product development, moving beyond intuition.

• Collaboration & Teamwork: Strong belief in the power of cross-functional teams working together to achieve common goals.

• Innovation & Continuous Improvement: A culture that encourages exploring new ideas, testing hypotheses, and iterating based on learnings.

• Integrity & Compliance: Particularly critical in financial services, ensuring all practices adhere to ethical standards and regulatory requirements.

• Agility & Adaptability: Embracing flexible methodologies to respond quickly to market changes and evolving customer needs.

Collaboration Style:

• Expect a highly collaborative environment where UX researchers work closely with Product Managers to define research questions, UX/UI Designers to co-create solutions, and Engineering teams to understand technical feasibility.

• Regular participation in Agile ceremonies (sprint planning, reviews, retrospectives) is standard.

• Open communication and constructive feedback are encouraged, fostering a culture where different perspectives are valued.

• Knowledge sharing through internal presentations, workshops, and documentation is common.

📝 Enhancement Note: The culture at Citi/Banaméx likely blends the stability and compliance of a large financial institution with the dynamism of a digital transformation initiative. Candidates should demonstrate an ability to thrive in such an environment, balancing rigorous process with agile execution.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Financial Products: Understanding and researching intricate products like AFOREs requires a steep learning curve and the ability to translate technical details into user-friendly experiences.

• Balancing User Needs with Business/Regulatory Constraints: The financial industry is heavily regulated. Researchers must find solutions that satisfy users while adhering to strict compliance and business objectives.

• Driving Change in a Large Organization: Influencing stakeholders and embedding user-centric practices across different departments in a large enterprise can be challenging.

• Measuring Long-Term Impact: Quantifying the exact ROI of UX research initiatives, especially for long-term customer loyalty and trust, requires sophisticated measurement strategies.

Learning & Development Opportunities:

• Financial Services UX Expertise: Gain deep knowledge of user behaviors, needs, and regulatory landscapes specific to the financial sector.

• Advanced Research Methodologies: Opportunity to master and apply cutting-edge qualitative and quantitative research techniques.

• Cross-Functional Skill Development: Enhance understanding of product management, agile development, and business strategy through close collaboration.

• Leadership and Mentorship: Develop leadership skills by mentoring junior team members and potentially leading research initiatives.

• Access to Citi's Global Resources: Potential to tap into global UX communities, training programs, and best practices within Citi's extensive network.

📝 Enhancement Note: This role offers significant opportunities for professional growth by tackling complex challenges within a critical industry. Success here can position a candidate for leadership roles in either specialized UX or broader product/strategy functions.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex UX research initiative for a digital product. What was your approach, what were the key challenges, and what was the ultimate impact?" (Focus on leadership, methodology, and outcome).

• "How do you balance user needs with business objectives and regulatory constraints in the financial services industry?" (Demonstrate strategic thinking and problem-solving in a regulated context).

• "Walk us through your process for translating research findings into actionable recommendations for product and design teams. How do you ensure these recommendations are adopted?" (Highlight your influence and communication skills).

• "How would you approach researching user needs for a new digital feature within the AFORE product suite?" (Outline your research plan, including methodology, target users, and key questions). Company & Culture Questions:

• "What do you know about Banaméx's digital offerings, particularly in the AFORE space?" (Show you've done your homework).

• "How do you foster a user-centric culture within teams that may not traditionally prioritize UX?" (Address your ability to evangelize UX).

• "Describe your experience working in Agile environments. How do you integrate research into fast-paced sprints?" (Highlight your adaptability and collaboration). Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as compelling narratives with clear beginnings, middles, and ends.

• Focus on "So What?": For every insight, clearly articulate its significance and the resulting action or impact.

• Be Data-Informed, Not Data-Driven: While data is crucial, explain the qualitative context and human insights that drove your recommendations.

• Prepare for Q&A: Anticipate questions about your methodologies, decisions, and how you handled specific challenges. Have specific examples ready.

• Showcase Your Process: Demonstrate your end-to-end research process, from problem definition to impact measurement.

📝 Enhancement Note: Preparation should focus on demonstrating strategic thinking, deep research expertise, strong communication, and a proven ability to drive impact within a complex organizational and industry context.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Citi Workday portal using the provided link.

• Customize Your Resume: Tailor your resume to highlight experience in UX Research, customer experience, digital product development, and financial services. Use keywords from the job description like "Qualitative Research," "Quantitative Research," "Customer Journey Mapping," "Usability Testing," "Agile," and "Stakeholder Management."

• Prepare Your Portfolio: Ensure your portfolio is up-to-date, well-organized, and showcases 2-3 strong case studies relevant to this role. Have clear, concise descriptions and visually appealing examples ready for presentation.

• Research Banaméx & Citi: Familiarize yourself with their digital banking products, the AFORE market in Mexico, and Citi's overall digital strategy. Understand their values and recent initiatives.

• Practice Your Storytelling: Rehearse presenting your portfolio case studies, focusing on clarity, impact, and addressing potential questions. Prepare to articulate your research process and strategic contributions.

⚠️ 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.