SENIOR BUSINESS ANALYST (MARKET RESEARCH) - CX STRATEGY DEPARTMENT - FIRSTBANK P

Senior Business Analyst (Market Research) Customer Experience Strategy Department – FirstBank PR Our Company AtFirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations. Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you. A Brief Overview The Market Research Analyst is responsible for managing, analyzing, and synthesizing third-party research, internal surveys, and Voice of the Customer (VoC) data to generate actionable insights that drive improvements in customer satisfaction, loyalty, and advocacy. This role plays a critical part in supporting the Customer Experience (CX) team by transforming complex data into strategic recommendations that inform business decisions and enhance the overall customer journey. What You’ll Need to Succeed Analyze and interpret customer experience research from third-party providers and benchmark FirstBank’s performance against competitors. Support the end-to-end process of internal VoC initiatives, including survey design, data collection, reporting, and storytelling of findings. Consolidate and synthesize customer feedback from various channels (surveys, NPS, social media, complaints, etc.) into cohesive insights to drive CX strategy. Develop dashboards, scorecards, and presentations to share findings with internal stakeholders, including senior leadership. Monitor trends in customer expectations, market dynamics, and industry benchmarks to proactively identify opportunities for improvement. Collaborate with cross-functional teams to translate insights into impactful business actions and align research findings with strategic initiatives. Ensure data integrity, consistency, and clarity in reporting, while maintaining high standards of research ethics and privacy compliance. Aggregate and interpret data from multiple sources to identify customer trends, pain points, and opportunities. Competencies Highly motivated self-starter who can multi-task and respond to changing work activities with very short deadlines. Advanced knowledge of Microsoft suites. Strong analytic and strategic capabilities with proficiency in Excel, PowerPoint, SPSS or Python knowledge, and data visualization tools, (e.g., Tableau, Power BI). Problem solving skills Knowledge of statistics, data collection, analysis, and data presentation Detail-oriented and able to maintain a high level of ownership and accuracy on all work activities. Demonstration of strong project management and organization skills. Proven ability to work independently and as part of a team – especially in complex and ambiguous work environments. Excellent communication and storytelling skills, ability to turn data into clear, compelling insights. Familiarity with customer experience frameworks (NPS, CSAT, CES) and qualitative research methods is a plus. A passion for customer-centric thinking and continuous improvement Capable of working under pressure and meeting deadlines. Creative abilities Basic accounting knowledge Strong verbal and writing skills Fluent in English and Spanish (written and oral) Minimum Requirements You’ll Need Bachelor's Degree in Business Administration, Engineering, Statistics, Economics, Marketing, Market Research . Or the equivalent combination of Education and Experience needed to be able to perform the functions of this job. 2–5 years in related fields. Technical Skills: Advanced Excel, PowerPoint, SPSS or Python, data visualization tools (Tableau, Power BI). Knowledge of statistics, data analysis, and presentation. Fluent in English and Spanish. EQUAL EMPLOYMENT OPORTUNITY EMPLOYER #J-18808-Ljbffr In Summary: The Market Research Analyst is responsible for managing, analyzing, and synthesizing third-party research, internal surveys, and Voice of the Customer (VoC) data . This role plays a critical part in supporting the Customer Experience (CX) team by transforming complex data into strategic recommendations . En Español: Analista Senior de Negocios (Investigación del Mercado) Departamento de Estrategia de Experiencia del Cliente FirstBank PR Nuestra empresa AtFirstBank PR, nos esforzamos por ser un asesor confiable para nuestros clientes y nuestros empleados son los que garantizan cumplir nuestra promesa de excelencia en servicio al cliente personalizado. Nuestros más de 3.100 empleados en Puerto Rico, las Islas Vírgenes y Florida comparten una pasión por el excelente servicio al consumidor. Estamos orgullosos de nuestro equipo porque están superando continuamente las expectativas de nuestros clientes. ¿Tienes la pasión de ayudar a los clientes, construir relaciones y ofrecer un servicio al usuario extraordinario y personalizado? Si tu respuesta es sí, FirstBank es el lugar número uno para ti. Un Resumen Breve El analista de mercado es responsable de administrar, analizar y mejorar la investigación de terceros, encuestas internas y generaciones de datos (VoCors). Apoyar el proceso integral de las iniciativas internas de VoC, incluido el diseño de encuestas, la recopilación de datos, los informes y los puntos de referencia de la industria para identificar proactivamente oportunidades de mejora. Colaborar con equipos interfuncionales para traducir información a acciones empresariales impactantes y alinear las conclusiones de investigación con iniciativas estratégicas. Asegurar la integridad de los datos, coherencia y claridad en reportes, manteniendo al mismo tiempo altos estándares de ética de investigación y cumplimiento. Agregar múltiples fuentes de datos para identificar metas de trabajo, dinámicas del mercado y referencias de la indústria para identificar de manera proactiva oportunidades de mejoramiento. Demonstración de fuertes habilidades en gestión y organización de proyectos. Capacidad comprobada para trabajar independientemente y como parte de un equipo Especialmente en entornos de trabajo complejos y ambiguos. Excelentes habilidades de comunicación e narración de historias, capacidad de convertir datos en ideas claras y convincentes. Familiarización con los marcos de experiencia del cliente (NPS, CSAT, CES) y métodos de investigación cualitativos es una ventaja. Pasión por el pensamiento centrado en el cliente y mejora continua Capaz de trabajar bajo presión y cumplir plazos. Habilidades creativas Conocimiento básico de la contabilidad Fuerte habilidades verbales y escritoras Fluidos en inglés y español (escrito y oral). Requisitos mínimos Necesitarás Licenciatura en Administración de Empresas, Ingeniería, Estadística, Economía, Marketing, Investigación de Mercado . O la combinación equivalente de Educación y Experiencia necesaria para poder realizar las funciones de este empleo.