Analyst, Retail Channels (Voice of Customer)
Oriental Bank Plc., San Juan, San Juan, United States
Analyst, Retail Channels (Voice of Customer) page is loaded## Analyst, Retail Channels (Voice of Customer)remote type:
Hybridlocations:
Hato Rey - Oriental Center Bldgtime type:
Full timeposted on:
Publicado hoyjob requisition id:
R0007403The Analyst, Retail Channels (Voice of Customer) Ensure a consistent, seamless, and frictionless customer experience across all Retail Channels service touchpoints. This role integrates analytics, quality assurance, incident management, customer journey design, and continuous Voice of the Customer monitoring to drive sustainable improvements in processes, policies, and customer-facing tools. Position will be working hybrid based in San Juan, PR.**MAJOR DUTIES & RESPONSIBILITIES:*** **Quality Management & Experience Monitoring:** Monitor CSAT/NPS/NDS and internal quality metrics; analyze complaints to identify root causes/risks; share insights with stakeholders; and validate corrective actions via closed-loop follow-up.* **End-to-End Customer Profile Analysis (E2E):** Assess the full journey from first contact through resolution; analyze wait times/transfers/friction/self-service; and deliver actionable recommendations.* **Customer Journey Design, Optimization & Documentation:** Maintain journey maps; identify inefficiencies and abandonment points; propose redesigns to reduce friction; and coordinate cross-functional validation.* **Analytics & Reporting:** Perform sentiment/trend analysis; produce incident and insight reporting; contribute to Bien Hecho and Channel Communications; and track CX metrics.* **Script Automation & Optimization:** Develop/maintain scripts across channels; route for approvals; and ensure alignment with policies, empathy guidelines, and tone of voice.* **Field Observation & Voice of the Customer:** Conduct observations; compare actual vs. designed experience; document findings; and recommend process/policy/tool improvements.**EDUCATION AND EXPERIENCE:*** Associate or bachelor’s degree in industrial engineering, Business Administration, Information Systems, or related fields.* At least three (2) years’ experience in a financial services company or related work as a Data Analysis required.* Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.* Experience in data analysis, customer experience, operational quality, incident management, or continuous improvement.* Fully bilingual – English and Spanish (verbal and written) required.* Strong communication skills, critical thinking, and cross-functional collaboration capabilities.* Intermediate to Advanced skill and proficiency using Microsoft Office (Word, Excel, Access, Power Point, 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.**WORK AUTHORIZATION & ELEGIBILITY:*** 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.* Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)#LI-HybridThis may be the opportunity to change your life and take your career to the next level.**Oriental** is a great place to work, grow and develop. Each employee is key in the company's success.
Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress.
We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.**Oriental** es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables: #J-18808-Ljbffr
Hybridlocations:
Hato Rey - Oriental Center Bldgtime type:
Full timeposted on:
Publicado hoyjob requisition id:
R0007403The Analyst, Retail Channels (Voice of Customer) Ensure a consistent, seamless, and frictionless customer experience across all Retail Channels service touchpoints. This role integrates analytics, quality assurance, incident management, customer journey design, and continuous Voice of the Customer monitoring to drive sustainable improvements in processes, policies, and customer-facing tools. Position will be working hybrid based in San Juan, PR.**MAJOR DUTIES & RESPONSIBILITIES:*** **Quality Management & Experience Monitoring:** Monitor CSAT/NPS/NDS and internal quality metrics; analyze complaints to identify root causes/risks; share insights with stakeholders; and validate corrective actions via closed-loop follow-up.* **End-to-End Customer Profile Analysis (E2E):** Assess the full journey from first contact through resolution; analyze wait times/transfers/friction/self-service; and deliver actionable recommendations.* **Customer Journey Design, Optimization & Documentation:** Maintain journey maps; identify inefficiencies and abandonment points; propose redesigns to reduce friction; and coordinate cross-functional validation.* **Analytics & Reporting:** Perform sentiment/trend analysis; produce incident and insight reporting; contribute to Bien Hecho and Channel Communications; and track CX metrics.* **Script Automation & Optimization:** Develop/maintain scripts across channels; route for approvals; and ensure alignment with policies, empathy guidelines, and tone of voice.* **Field Observation & Voice of the Customer:** Conduct observations; compare actual vs. designed experience; document findings; and recommend process/policy/tool improvements.**EDUCATION AND EXPERIENCE:*** Associate or bachelor’s degree in industrial engineering, Business Administration, Information Systems, or related fields.* At least three (2) years’ experience in a financial services company or related work as a Data Analysis required.* Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.* Experience in data analysis, customer experience, operational quality, incident management, or continuous improvement.* Fully bilingual – English and Spanish (verbal and written) required.* Strong communication skills, critical thinking, and cross-functional collaboration capabilities.* Intermediate to Advanced skill and proficiency using Microsoft Office (Word, Excel, Access, Power Point, 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.**WORK AUTHORIZATION & ELEGIBILITY:*** 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.* Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)#LI-HybridThis may be the opportunity to change your life and take your career to the next level.**Oriental** is a great place to work, grow and develop. Each employee is key in the company's success.
Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress.
We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.**Oriental** es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables: #J-18808-Ljbffr