Gerente Customer Experience & UX - CDMX - Colombia

📍 Job Overview

Job Title: Gerente Customer Experience & UX

Company: Banco Covalto

Location: CDMX (Híbrido) / Bogotá (100% Remoto)

Job Type: FULL_TIME

Category: Customer Experience & UX Operations

Date Posted: 2026-09-15

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid (CDMX) / Remote (Colombia)

🚀 Role Summary

• Lead the end-to-end customer experience strategy, integrating UX, service, and digital sales teams to drive acquisition and retention.

• Manage key performance indicators (KPIs), implement voice-of-the-customer initiatives, and ensure compliance with financial regulations.

• Drive customer acquisition, conversion, retention, and loyalty through strategic management of the digital sales funnel, onboarding, and customer relationships.

• Oversee the omnichannel customer service model, ensuring timely and compliant handling of complaints, clarifications, and claims.

📝 Enhancement Note: This role is positioned as a strategic leadership position within Customer Experience and UX, focusing on the holistic customer journey for a fintech company. The integration of UX, Service, and Digital Sales under one leader is a key differentiator, emphasizing a unified approach to customer interaction and business growth. The dual location offering (hybrid in CDMX, remote in Colombia) caters to a broader talent pool.

📈 Primary Responsibilities

• Define and execute Covalto's overarching Customer Experience strategy, managing the end-to-end customer journey across all products and channels.

• Lead and align the UX, Customer Service, Customer Relations, and Digital Sales teams to ensure a cohesive and integrated customer experience.

• Direct the evolution of UX and Service Design, including user research, usability testing, interface design, and continuous improvement of digital experiences.

• Oversee the omnichannel Customer Service model, including the efficient management of complaints, clarifications, and claims in adherence to applicable regulations.

• Drive customer acquisition, conversion, retention, and loyalty by managing the Digital Sales funnel, onboarding processes, customer relationships, and cross-selling opportunities.

• Implement the Voice of the Customer (NPS, CSAT, CES) strategy, translating insights into actionable improvement initiatives in collaboration with Product, Operations, and Technology teams, leveraging automation and AI for scalable support.

• Manage KPIs, budget, vendors, and team structure, fostering leadership development within the teams and ensuring compliance with regulations for financial service user protection, personal data, transparency, and Anti-Money Laundering/Combating the Financing of Terrorism (PLD/FT).

📝 Enhancement Note: The responsibilities clearly outline a strategic and operational mandate, requiring a leader capable of both high-level strategy formulation and hands-on team management. The emphasis on regulatory compliance (PLD/FT, user protection) is critical for a financial services role.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Business Administration, Marketing, Industrial Engineering, Finance, Economics, Design, Communication, Psychology, or Systems Engineering.

• Master's degree, MBA, or specialization in Customer Experience, Service Design, Digital Marketing, or related fields is a plus. Experience:

• Minimum of 6 to 8 years of experience in Customer Experience, Service, Customer Management, or Digital Sales.

• At least 4 years of experience leading multidisciplinary teams, including direct management of managers or team leads. Required Skills:

• Proven experience in Customer Experience (CX) strategy and execution.

• Strong expertise in UX Design principles and Service Design methodologies.

• Demonstrated ability to lead Digital Sales funnels, acquisition, and conversion processes.

• Experience managing omnichannel Customer Service models and contact centers.

• Proficiency in leveraging customer experience metrics such as NPS, CSAT, and CES.

• Familiarity with Customer Journey Mapping and Design Thinking.

• Experience with CRM systems, ideally Salesforce or equivalent.

• Experience in managing dashboards and KPIs for performance tracking.

• Understanding of automation and AI applications in customer service.

• Knowledge of regulations related to financial service user protection, transparency, data protection, and PLD/FT.

• High capacity for leadership, communication, and managing multidisciplinary teams.

• Native Spanish speaker with intermediate English proficiency (primarily for technical reading). Preferred Skills:

• Experience in banking, fintech, or digital financial services, especially with SME clients.

• Experience with Figma and digital analytics tools.

• Experience leading both UX design and operational teams (e.g., contact centers, sales).

• Knowledge of CNBV regulations for multiple banking.

• Experience implementing automation, AI, virtual agents, or chatbots in CX.

• CCXP (Certified Customer Experience Professional) certification.

• UX or Service Design certification.

• COPC certification for contact center management.

• Scrum/Agile certification.

• PLD/FT certification or training.

📝 Enhancement Note: The requirements blend strategic leadership with specific operational and technical skills essential for a modern CX/UX leader in the fintech sector. The inclusion of regulatory knowledge is a critical filter for this industry. The "plus" section highlights advanced skills and certifications that would make a candidate stand out.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate successful implementation of Customer Journey Maps and their impact on process optimization.

• Showcase examples of UX/Service Design initiatives that led to measurable improvements in user satisfaction, conversion rates, or operational efficiency.

• Provide case studies of omnichannel customer service strategies that enhanced customer retention and reduced resolution times.

• Present evidence of driving digital sales funnels and improving customer acquisition/conversion metrics through UX and CX enhancements. Process Documentation:

• Document a strategic approach to defining and executing a comprehensive Customer Experience strategy.

• Illustrate a methodology for integrating disparate teams (UX, Service, Sales) into a unified CX operation.

• Detail how Voice of the Customer data (NPS, CSAT, CES) is collected, analyzed, and translated into actionable product and process improvements.

• Outline a framework for ensuring regulatory compliance (user protection, data privacy, PLD/FT) within all CX initiatives.

📝 Enhancement Note: For a role of this nature, a portfolio is crucial. It should not only showcase design work but also strategic thinking, team leadership, and measurable business impact derived from CX and UX initiatives. The emphasis is on demonstrating how these efforts translate into tangible business value and operational efficiency, especially within a regulated industry.

💵 Compensation & Benefits

Salary Range:

• Mexico City (Hybrid): MXN $70,000 - $110,000 per month (approx. USD $4,000 - $6,300 / month), depending on experience and qualifications.

• Bogotá (Remote): COP $15,000,000 - $25,000,000 per month (approx. USD $3,800 - $6,300 / month), depending on experience and qualifications.

📝 Enhancement Note: Salary ranges are estimated based on the role's seniority (Gerente/Manager level), the industry (Fintech/Financial Services), and the specified locations (Mexico City and Bogotá). These figures are benchmarked against similar leadership roles in these regions, considering the hybrid/remote work models and the specific responsibilities. The currency conversion is approximate and subject to market fluctuations.

Benefits:

• Work Arrangement Flexibility: Hybrid model in Mexico City or fully remote from Colombia.

• Professional Growth Opportunities: Access to continuous learning, skill development programs, and advanced training.

• Career Development: Clear pathways for advancement within an expanding fintech organization.

• Innovation-Focused Culture: Environment that encourages experimentation, learning, and continuous improvement.

• Direct Impact: Opportunity to lead a comprehensive CX and UX strategy with significant influence on customers and business outcomes.

• Cross-Functional Collaboration: Direct interaction with Product, Technology, Operations, Marketing, Sales, and AI Automation teams.

• Competitive Compensation Package: Including base salary and potential performance-based incentives (details to be confirmed during the interview process).

Working Hours:

• Standard full-time working hours, approximately 40 hours per week. Flexibility may be offered, especially for the remote position, to accommodate different time zones within reason, but core availability for team collaboration is expected.

📝 Enhancement Note: The benefits focus on professional development and work-life balance, aligning with modern talent expectations, particularly for senior roles in dynamic industries like fintech. The explicit mention of cross-functional collaboration highlights the integral nature of this role within the broader organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech / Digital Financial Services. Covalto operates in a rapidly evolving sector, focused on providing agile and secure digital financial solutions to SMEs in Mexico. This environment demands innovation, adaptability, and a customer-centric approach to stay competitive.

Company Size: While not explicitly stated, the mention of "expanding banking in expansion" and managing multiple teams suggests a medium to large-sized organization with a growing operational footprint. This size often means opportunities for impact but also requires structured processes.

Founded: Founded with a vision to transform SME financing through digital innovation. This forward-thinking approach is likely embedded in the company's culture, encouraging new ideas and efficient execution.

Team Structure:

• The role leads integrated teams including UX, Customer Service, Customer Relations, and Digital Sales, reporting to a senior executive (likely VP of CX, Commercial, or Digital).

• This structure indicates a commitment to a unified customer experience, breaking down traditional silos.

• Collaboration is expected to be high with Product, Technology, Operations, Marketing, and AI/Automation departments. Methodology:

• Emphasis on data-driven decision-making, leveraging metrics like NPS, CSAT, and CES to guide strategy.

• Application of Design Thinking and Service Design principles for customer-centric innovation.

• Adoption of agile methodologies (implied by Scrum/Agile certifications as a plus) for iterative development and deployment of CX initiatives.

• Integration of automation and AI to scale customer interactions and improve efficiency.

Company Website: https://covalto.teamtailor.com

📝 Enhancement Note: The company culture is likely to be dynamic, innovative, and focused on digital transformation and customer success, typical of a growing fintech. The emphasis on integrating various customer-facing functions suggests a strategic priority on delivering a seamless customer journey.

📈 Career & Growth Analysis

Operations Career Level: This is a Managerial/Director-level position within Customer Experience and UX Operations. It involves strategic planning, team leadership, budget management, and significant cross-functional influence. The role is pivotal in shaping the company's customer-facing capabilities and directly impacts business growth metrics.

Reporting Structure: The Gerente will report to a senior executive, likely a Chief Officer (e.g., Chief Customer Officer, Chief Commercial Officer, Chief Digital Officer) or a VP. They will directly manage other managers or team leads responsible for specific CX functions (UX, Service, Sales).

Operations Impact: The role has a direct and substantial impact on revenue generation (through acquisition, conversion, cross-selling), customer retention, brand reputation, and operational efficiency. Success in this role is critical for Covalto's ability to acquire and retain SME clients in a competitive market.

Growth Opportunities:

• Leadership Advancement: Potential to move into a Director or VP-level role overseeing broader commercial or digital functions as the company scales.

• Specialization: Deepen expertise in areas like AI in CX, advanced Service Design, or strategic customer analytics.

• Cross-Functional Mobility: Opportunities to transition into leadership roles within Product, Digital Transformation, or Commercial Strategy.

• Industry Recognition: The chance to build a best-in-class CX function within a growing fintech, potentially leading to industry recognition and thought leadership.

📝 Enhancement Note: This role offers significant career progression opportunities within a rapidly growing fintech. The emphasis on strategic impact and leadership development positions it as a key stepping stone for ambitious operations professionals aiming for senior executive roles.

🌐 Work Environment

Office Type: The role offers two primary work environments:

• CDMX (Hybrid): A blend of in-office collaboration and remote work. This typically involves working from a Covalto office location for team meetings, strategic sessions, and collaboration, with the flexibility to work from home on other days.

• Bogotá (Remote): A fully remote position, requiring the candidate to have a dedicated home office setup conducive to productive work and virtual collaboration.

Office Location(s):

• CDMX: Miguel Hidalgo area, Mexico City.

• Bogotá: Fully remote, requiring residence in Colombia.

Workspace Context:

• Collaborative Environment: For the hybrid model, expect an office designed for teamwork, with meeting rooms, common areas, and potentially flexible workspaces. For remote, the expectation is a professional home office setup.

• Operations Tools & Technology: Access to standard business software, collaboration platforms (e.g., Slack, Teams), and specific CX/UX/CRM tools relevant to the role. The company's tech stack will be central to daily operations.

• Team Interaction: Frequent virtual (and in-person for hybrid) interaction with direct reports, peers across departments, and senior leadership. This necessitates strong virtual communication and collaboration skills.

Work Schedule:

• Standard full-time (approx. 40 hours/week).

• For the remote position in Colombia, there might be an expectation of some overlap with Mexico City business hours for critical meetings, but overall flexibility is often a hallmark of remote roles in this sector.

📝 Enhancement Note: The hybrid/remote flexibility is a significant draw. The emphasis on collaboration, whether in-person or virtual, highlights the need for strong communication skills and adaptability to different working modes.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and potentially a brief introductory call with an HR representative to assess basic qualifications and cultural fit.

• Hiring Manager Interview: A deeper dive into your experience, leadership style, strategic thinking, and specific CX/UX expertise. Expect scenario-based questions related to managing teams, driving initiatives, and handling challenges.

• Cross-Functional Interviews: Meetings with key stakeholders from Product, Technology, or Sales to assess collaboration capabilities and understanding of the broader business context.

• Case Study/Portfolio Presentation: A significant part of the process will likely involve presenting a relevant case study from your portfolio, demonstrating your approach to solving a CX challenge, implementing a strategy, or improving key metrics.

• Final Interview: Potentially with a senior executive (e.g., C-level) to discuss strategic vision, long-term fit, and final alignment.

Portfolio Review Tips:

• Focus on Impact: Structure your case studies around the problem, your solution, and most importantly, the measurable results (e.g., increased NPS, reduced churn, higher conversion rates, cost savings). Quantify wherever possible.

• Showcase Strategy & Execution: Clearly articulate the strategic thinking behind your initiatives and how you executed them, including challenges faced and overcome.

• Highlight Leadership: For this role, demonstrate how you led teams, influenced stakeholders, and fostered collaboration to achieve objectives.

• Tailor to Covalto: Research Covalto's business, target market (SMEs), and current challenges. Frame your examples to show how your skills and experience directly address their needs.

• Visual Clarity: Ensure your presentation is clean, professional, and easy to follow. Use visuals like journey maps, wireframes (if applicable), and dashboards effectively.

Challenge Preparation:

• Be prepared to discuss how you would approach defining Covalto's CX strategy, integrating their diverse customer-facing teams, or improving specific metrics like customer acquisition or retention.

• Anticipate questions about managing regulatory compliance in a customer-facing role.

• Practice articulating your leadership philosophy and how you develop talent within your teams.

• Prepare examples of how you've used data and customer insights to drive business decisions.

📝 Enhancement Note: The interview process emphasizes practical application of skills, strategic thinking, and the ability to demonstrate tangible results through a portfolio. Candidates should prepare to articulate their leadership approach and how they drive business outcomes through CX and UX.

🛠 Tools & Technology Stack

Primary Tools:

• CRM: Salesforce (highly preferred), or equivalent (e.g., HubSpot, Microsoft Dynamics) for customer data management, sales pipeline tracking, and service interaction logging.

• UX/Design Tools: Figma (preferred) for wireframing, prototyping, and collaborative design; Adobe Creative Suite (Illustrator, Photoshop) may also be used.

• Customer Feedback Platforms: Tools for NPS, CSAT, CES surveys and analysis (e.g., SurveyMonkey, Qualtrics, Medallia).

Analytics & Reporting:

• BI Tools: Tableau, Power BI, or similar for creating dashboards and analyzing performance metrics.

• Web Analytics: Google Analytics or similar for tracking digital channel performance, user behavior, and conversion funnels.

• Data Analysis Tools: Excel (advanced), SQL, or Python/R for deeper data exploration and insight generation.

CRM & Automation:

• Customer Service Platforms: Zendesk, Intercom, or similar for managing customer inquiries and support tickets across channels.

• Marketing Automation: Tools like Marketo, Pardot, or HubSpot for campaign management and lead nurturing.

• Integration Tools: Understanding of how different systems connect (e.g., via APIs) to create seamless customer journeys.

• AI/Automation: Familiarity with AI applications in customer service (chatbots, virtual agents, predictive analytics) and automation platforms.

📝 Enhancement Note: Proficiency with Salesforce, Figma, and common CX/analytics tools is critical. The role requires not just familiarity but the ability to leverage these tools for strategic advantage, process optimization, and data-driven decision-making. Experience with AI and automation in CX is a significant plus.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving customer needs, making them the focus of all strategic decisions and operational processes.

• Innovation & Agility: Embracing new ideas, experimenting with technology (like AI), and adapting quickly to market changes and customer feedback.

• Data-Driven Decision Making: Relying on metrics (NPS, CSAT, CES, conversion rates) to inform strategy, measure success, and drive continuous improvement.

• Collaboration & Teamwork: Fostering an environment where diverse teams work together seamlessly to deliver a unified customer experience, breaking down silos.

• Integrity & Compliance: Upholding the highest standards of ethical conduct and adhering strictly to financial regulations and data privacy laws.

Collaboration Style:

• Cross-Functional Integration: Actively seeking partnerships with Product, Technology, Operations, Marketing, and Sales to ensure alignment and holistic customer journey management.

• Open Communication: Encouraging transparent feedback loops within the team and with stakeholders to identify opportunities and address challenges proactively.

• Shared Ownership: Promoting a sense of collective responsibility for customer outcomes, ensuring that all teams understand their role in delivering exceptional experiences.

• Continuous Improvement Culture: Regularly reviewing processes, soliciting feedback, and implementing changes to enhance efficiency and customer satisfaction.

📝 Enhancement Note: The company culture values a blend of innovation, customer focus, and operational discipline. The emphasis on collaboration and data-driven approaches is key for success in this role, requiring strong interpersonal skills and a strategic mindset.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Regulation: Navigating the complexities of financial services regulations while driving rapid digital innovation and customer experience improvements.

• Integrating Diverse Teams: Effectively unifying UX, Service, and Sales teams, each with potentially different priorities and methodologies, under a single CX vision.

• Scalability: Ensuring that customer experience strategies and service models can scale effectively as Covalto expands its client base and product offerings.

• Data Utilization: Maximizing the use of customer data and feedback to drive actionable insights and personalized experiences without compromising privacy.

• Remote Team Management: Effectively leading and motivating distributed teams (especially for the Colombia-based remote workers) to maintain high performance and cultural cohesion.

Learning & Development Opportunities:

• Advanced CX/UX Training: Opportunities to deepen expertise in cutting-edge CX strategies, service design frameworks, and user research techniques.

• Fintech Industry Insights: Gaining in-depth knowledge of the financial technology landscape, regulatory changes, and competitive dynamics.

• Leadership Development Programs: Access to mentorship, workshops, and training focused on strategic leadership, team management, and executive presence.

• Technology Exploration: Exposure to and potential leadership in implementing new technologies like AI, machine learning, and advanced analytics within CX.

📝 Enhancement Note: This role presents significant challenges inherent to the fintech industry and leadership roles, particularly in managing cross-functional teams and regulatory compliance. However, these challenges are directly linked to substantial growth opportunities for skill development and career advancement.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing and executing a comprehensive Customer Experience strategy for a fintech company targeting SMEs." (Focus on linking business goals, customer needs, and operational plans).

• "How would you integrate UX design, customer service operations, and digital sales teams to create a seamless end-to-end customer journey?" (Emphasize collaboration, shared KPIs, and process alignment).

• "Given the regulatory environment in financial services, how do you ensure that customer experience initiatives are both innovative and compliant with regulations like PLD/FT and user protection?" (Highlight risk assessment, compliance integration, and stakeholder management). Company & Culture Questions:

• "What do you know about Covalto's mission and how do you see your role contributing to our growth and our 'bank of the future' vision?" (Show research and alignment with company goals).

• "Describe your leadership style and how you foster a high-performing, customer-centric culture within your teams, especially in a hybrid or remote setting." (Provide examples of motivating teams, driving accountability, and promoting collaboration).

• "How do you measure the success of your CX initiatives and demonstrate ROI to senior leadership?" (Prepare specific examples using NPS, CSAT, CES, conversion rates, retention, and cost-saving metrics). Portfolio Presentation Strategy:

• Structure: Problem -> Your Strategy/Solution -> Execution -> Results (quantified).

• Highlight Leadership: Clearly state your role and the team's involvement.

• Showcase CX Integration: Demonstrate how you connected different customer touchpoints or teams.

• Address Regulatory Context: If applicable, mention how regulatory considerations were factored into your solutions.

• Visual Aids: Use journey maps, data visualizations, or mockups to illustrate your points effectively.

• Conciseness: Be prepared to present your key case study within a defined timeframe (e.g., 10-15 minutes), allowing ample time for Q&A.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, leadership capabilities, a deep understanding of CX/UX principles within a regulated industry, and the ability to drive measurable business results. The portfolio presentation is a critical component for showcasing practical application and impact.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Covalto Teamtailor portal.

• Customize Your Resume: Tailor your resume to highlight experience in Customer Experience, UX, Service Design, Digital Sales, Fintech, and team leadership. Use keywords from the job description, such as "Customer Journey Mapping," "NPS/CSAT/CES," "Salesforce," "PLD/FT," and "Omnichannel." Quantify achievements with specific metrics whenever possible.

• Prepare Your Portfolio: Curate 2-3 strong case studies that best demonstrate your strategic approach, leadership, and impact on key CX/UX metrics. Focus on projects that show integration of different customer-facing functions or successful navigation of regulatory environments. Practice presenting them concisely and impactfully.

• Research Covalto: Thoroughly understand Covalto's business model, target market (SMEs), digital solutions, and company culture. Identify potential challenges or opportunities in their customer experience that you can address.

• Practice Interview Responses: Prepare answers to common interview questions, especially those related to strategy, leadership, problem-solving, and your portfolio. Be ready to articulate how your experience aligns with Covalto's specific needs and goals.

⚠️ 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.