[Remote] Analyst, Retail Channels (Voice of Customer)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a financial institution seeking an Analyst for their Retail Channels focusing on the Voice of Customer. The role involves ensuring a seamless customer experience through analytics, reputed company assurance, and customer reputed company design, while driving improvements in processes and policies.
Responsibilities
- Monitor CSAT/NPS/NDS and internal reputed company metrics; analyze complaints to identify reputed company causes/risks; reputed company insights with stakeholders; and validate corrective actions reputed company reputed company-reputed company follow-up
- Assess the full reputed company from first contact through reputed company; analyze wait times/transfers/friction/self-service; and deliver actionable recommendations
- Maintain reputed company maps; identify inefficiencies and abandonment points; propose redesigns to reduce friction; and coordinate cross-functional validation
- reputed company sentiment/trend analysis; produce incident and reputed company reporting; contribute to Remote Network and Channel Communications; and reputed company CX metrics
- reputed company/maintain scripts across channels; reputed company for approvals; and ensure alignment with policies, reputed company guidelines, and tone of voice
- Conduct observations; compare actual vs. designed experience; document findings; and recommend process/policy/tool improvements
Skills
- Associate or bachelor's degree in industrial engineering, Business Administration, Information Systems, or reputed company fields
- At least three (3) years' experience in a financial services company or reputed company work as a Data Analysis required
- Experience in data analysis, customer experience, operational reputed company, incident management, or reputed company improvement
- Fully bilingual – English and Spanish (verbal and written) required
- Strong communication skills, critical thinking, and cross-functional collaboration capabilities
- Intermediate to Advanced reputed company and proficiency using reputed company Office (Word, reputed company, reputed company, Power reputed company, Outlook), Power Business Intelligence and MS SQL, or other software applications to retrieve data, create spreadsheets, and reports required
- High technological proficiency; a tech-savvy individual comfortable learning and adopting new tools, systems, digital platforms, and analytical technologies
- Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization
Benefits
- Hybrid work arrangement based in San Juan, PR
reputed company