BBVA Compass

Manager of Customer Experience, Dcc

Job ID
FLSA Status
EOE Statement
Equal Opportunity Employer - Minority/Female/Disability/Veterans.


At BBVA, we are working to make banking better for everyone. That is where you come in. We are looking for smart, team oriented people who want to be part of a first-class workforce that gives people the tools they need to meet their financial goals, all while delivering an outstanding client experience. Learn more below.


Overall Job Purpose


  • Bring together BBVA’s ‘triangle’ delivery approach – of Business, Experience and Technology – to deliver for the customer (internal and/or external)
  • Run design thinking workshops to co-create innovative and customer-centric visions, propositions, products and/or experiences
  • Co-ordinate the creation of a prototype (typically in 6 weeks) to bring the desired target state to life for stakeholder buy-in
  • Co-ordinate the definition of a minimum viable product (achievable in 9 months) by balancing the needs of the triangle and playing the voice of the customer
  • Co-ordinate the building of a roadmap, from MVP to the desired target state
  • Play a leadership role during build and delivery activities, leveraging regular customer insight as required, and facilitating problem solving across the triangle - always maintaining the focus on the customer
  • Playing the role of a generalist, providing thought-leadership and drawing on various points of expertise such as design, digital, commercial, operations, technology and broader global, market, industry and social trends

Key Accountabilities & approximate time split (%)


Co-creation using design thinking (30%)

  • Work with business stakeholders to understand the power of design thinking and to identify suitable projects
  • Plan the co-creation workshops, including identifying the right attendees, planning the format, agenda, tools and techniques
  • Facilitate the co-creation workshops, ensuring the objectives are achieved
  • Co-ordinate the outputs from the workshop, including the creation of a prototype (typically within 6 weeks)
  • Collaborate with the triangle to evangelize the output of the workshop to get buy-in to the desired vision
  • Support the business in the creation of a business case


Delivery planning (20%)

  • Co-ordinate with Design to ensure that an appropriate research plan is built and executed
  • Work across the triangle to lead the definition of a minimum viable product (MVP) that can typically be achieved in 9 months
  • Work across the triangle to build a roadmap beyond the MVP
  • Leverage contacts and relationships across BBVA to ensure that the BBVA 7-Layer Global Product Framework is adopted
  • Co-ordinate across the triangle to get all stakeholders ready for the on-time start of delivery, for example, resource planning, work methods, stakeholder management, technology architecture, solutioning, process design etc.


Delivery (30%)

  • Support the triangle leads to ensure that project is progressing to plan
  • Facilitate problem solving, always maintaining the focus on the vision and the customer
  • Ensure that customer feedback strategies are included across the delivery phases


Champion of customer experience and design thinking (20%)

  • Remain abreast of new trends in a wide range of topics, such as global, market, industry, design, digital/technology, social trends
  • Share, evangelize and incorporate latest trends into BBVA’s toolkit and methodologies
  • Ensure sharing of knowledge across the team, building the collective toolkit and experiences


  • Must be bilingual (verbal/written) English/Spanish
  • 10+ years experience working in design, digital and/or product roles
  • Experienced in design thinking, service design methodologies
  • Combination of creative/innovation and delivery oriented
  • Generalist background – different departments, industries and companies / MBA or equivalent
  • Experience working in complex global organisations
  • Experience leading large projects, external and internal
  • Key personal traits – tenacity, interpersonal and communication skills, team worker, leading from the front, building relationships
  • Be able to travel as required (up to 25%)
  • Be able to support flexible hours to accommodate project peaks/troughs and different time zones


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