Process Consultant

About Us At Customer Intelligence Inc., we are a professional consulting firm specialized in the financial and banking sector. We provide cutting-edge services by combining management consulting, technology, and data analytics to help our clients grow and transform. We work with payment brands, processors, processing systems, and leading companies across multiple industries, delivering strategic insights and recommendations that generate real impact. Would you like to be part of a collaborative and dynamic environment? Are you motivated by staying at the forefront of strategic consulting? If so, this opportunity is for you We are looking for a Process Consultant / Service Design Specialist , responsible for analyzing, mapping, and optimizing operational and commercial processes, ensuring an end-to-end customer experience and efficient operations. This role is key to leading initiatives related to BEI, improving credit origination, and coordinating with multidisciplinary teams within the financial sector. Location: Mexico City (Hybrid) ⏳ Contract Duration: 4 months Contract Type: Independent Contractor / Service Provision ENGLISH REQUIRED – will be assessed during the interview Role Objective Support and lead process improvement, service design, and customer experience analysis projects, ensuring efficient execution aligned with the bank’s standards and focused on optimizing credit origination, user experience, and commercial operations. Key Responsibilities • Lead and follow up on projects related to BEI (credit origination, operational improvements, process optimization). • Map and define the Voice of the Customer (VoC) process together with the commercial network, identifying friction points and opportunities. • Analyze the current BEI origination process and propose improvements to reduce timelines and enhance customer experience. • Facilitate sessions with stakeholders to gather requirements, validate processes, and prioritize improvements. • Document AS-IS processes and design TO-BE processes aligned with bank policies. • Collaborate with Product, Technology, Risk, and Commercial teams to implement enhancements. • Prepare reports, presentations, and analyses to support strategic decision-making. • Monitor key process indicators (timelines, approvals, rejections, NPS). • Ensure methodological consistency by applying Service Design and Customer Experience principles. Desired Academic Background • Bachelor’s degree in Business Administration, Industrial Engineering, Process Engineering, Service Design, Industrial Design, Economics, or related fields. Desired Professional Experience • 1–3 years in process consulting, service design, or similar roles. • Experience in banking, financial services, or credit products (ideally credit origination). • Experience gathering, mapping, and optimizing operational/commercial processes. • Previous work with commercial, risk, product, or customer experience areas. • Knowledge of continuous improvement methodologies, data analysis, and user-centered design. • Experience collaborating with multidisciplinary teams (product, technology, operations, commercial). Professional Profile An analytical, structured professional oriented toward continuous improvement, with strong communication skills and the ability to facilitate stakeholder sessions. Proactive, solution-driven, and capable of translating customer insights and operational data into tangible process improvements. Ideally familiar with the financial sector and experienced in cross-functional teamwork. What We Offer • A passionate, professional, and collaborative work environment. • Exposure to key decision-makers in the financial industry across Latin America. • Continuous learning and professional development opportunities. • A results-oriented environment with flexibility and autonomy. • Service-based contract (no employee benefits).