Customer Insights and Data Analyst Officer

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Position Title: Customer Insight and Data Analyst Officer

Job Summary:

Responsible for the over-all management of Consumer Business Sector’s Customer Feedback Management System activities.

Specific Duties & Responsibilities:

Operations Management

• Responsible for collecting, analyzing, and synthesizing data in order to identify opportunities to continuously improve based on customer insights and trends.
• Spearheads designs on relevant survey questionnaires to support Consumer Business Sector’s business objectives.
• Identifies patterns and trends in the data to generate new insight to benefit decision-makers of the Company.
• Establish and identify industry benchmarks to help the organization measure their performance against internal and external standards.
• Utilize outputs from customer insight to prioritize and proactively define action plans necessary for improving customer experiences by working and coordinating with various Business Units to improve customer experience. Tracks fulfillment of action items and measures it back to the impact on scores gathered from the CFM.
• Maintain a Voice of the Customer (VOC) monitoring system displaying customer sentiment in real-time from various VOC channels. Correlates feedback sourced from different channels and customer feedback mechanisms to achieve holistic information about customer sentiments, thoughts that will be useful in supporting the Customer Obsession activities of the bank.
• Create an accurate picture of customers and their aspired experiences while maintaining the customer pulse to monitor how expectations are evolving among them.
• Creates and enhances core processes to support key experience objectives.
• Ensure accuracy and correctness by performing quality checks on all the data and reports derived from surveys.
• Continually define and assess the quality of the customer experience and other significant factors across the entire organization.
• Promote a culture of continuous improvement by leveraging customer experience metrics, such as, but not limited to, NPS and CSAT scores.
• Provide data-driven recommendations in bridging the gaps identified in the current customer experience to align with the customer experience vision, value propositions, and other guiding principles.
• Recognizes problems and its possible causes, and makes recommendations for improvement.
• Prepares reports for upper management, new insights, and other initiatives that could improve the overall customer experience.

Networking and Partnership Building

• Coordinates and aligns with Branch Banking Sector’s CFM Team for strategies related to the CFM Management.
• Guides different business units in building customer services by helping them design valid, reliable, and clear survey questionnaires to target specific business objectives.
• Ensures that findings of the surveys are communicated successfully with various Business Units.

Others

• Ensure full compliance with the bank’s policies and procedures and authors policies and procedures anchored with the bank’s polices.
• Handles special projects that may be assigned or perform other functions that may be assigned from time to time.

Qualifications:

• Graduate of any degree in Business Administration, Communication Research, Mathematics, Statistics or any related course.
• 1-3 years experience in any of the following fields; market research, customer insighting, customer experience, VOC programs, data analytics.
• Preferably with exposure on effective management of Voice of the Customer Program with particular focus on Net Promoter Score (NPS), Customer Satisfaction (CSAT) and/or Voice of the Customer programs.
• Strong analytical skills and attention to detail; ability to gather, analyze, interpret and present data to help make informed decisions.
• Strong project management skills
• Proficient in Microsoft Excel & PowerPoint.

Other Details:

Rank: Junior Officer

Office Location: MCC, Makati, Philippines