Multichannel Strategy Senior Manager

Job description

Define and govern the end-to-end multichannel strategy

Develop and maintain the vision, principles and short/mid/long term roadmap aligned to growth, efficiency, customer experience (CX), risk and compliance, and establish the governance model, tracking cadence and initiative prioritisation criteria. Design and optimise the physical footprint (branches, ATMs, CDMs and retail partners): Co-define the optimal geographic coverage and format based on demand, business potential, segmentation, competition and accessibility, and co-drive openings, relocations, closures or transformations supported by business cases and customer transition plans.

Define service models by segment and location

Co-design differentiated service models (advisory vs transactional, lite branches, hubs, remote service), and define roles across branch, contact centre and digital, including SLAs and customer-and-sales routing rules.

Orchestrate cross-channel customer experience improvement

Design integrated journeys (onboarding, servicing, sales and after-sales) with seamless handovers across channels, simplifying processes and removing friction and operational rework.

Drive channel efficiency and customer migration

Increase adoption of lower-cost digital and self-service channels while optimising assisted channels, set migration targets by transaction type, and ensure accessible alternatives for vulnerable or non-digital customers.

Align stakeholders and ensure execution

Coordinate key teams across Business, Technology, Operations, Data, Marketing, Product, Risk/Compliance and Channels to deliver key initiatives, managing dependencies, risks and frontline adoption across branches and contact centres.

Influence cross-functional execution and governance

Mobilise business, operations, technology and channel teams to deliver strategic initiatives through effective governance, senior stakeholder management and executive-level influence. Build a high-performing strategy team and a data-driven culture: Develop a team capable of translating customer insights and business data into actionable decisions and plans, and embed an evidence-based approach to prioritisation and performance management.

Channel strategy, customer journey design, and customer experience management. Banking operational processes across branches, contact centers, and digital channels. Transaction migration models and operational efficiency frameworks. Financial and customer experience KPI design and interpretation. Customer-centered design, agile methodologies, and data-driven decision-making. Knowledge of local regulations (CNBV, Banxico) and banking control standards.

Minimum 8 years in banking, consulting, or fintech roles related to transformation, channels, or digital strategy. Proven track record leading multidisciplinary teams. Demonstrated experience in large-scale channel optimization or digital transformation programs. Bachelor's degree in Business Administration, Economics, Engineering, Marketing, or related fields. Master's degree preferred in Business, Digital Transformation, or Strategy.

Certifications in Agile / Scrum / Design Thinking / CX Strategy (preferred). Advanced English (able to present and negotiate with regional or global stakeholders).