Position: Data Analyst (Customer Experience Management – CXM)
Industry: Fintech / Digital Payments
Employment Type: Project-Based (6 Months)
Work Location: Taguig City
Work Setup: Hybrid (Morning shift, 3x onsite per week)
Kindly apply to this link for faster processing: https://www.hellojia.ai/job-openings/6978202b2745332aa4def898
We are looking for a Data Analyst with a strong focus on Customer Experience Management (CXM) to help drive data-driven improvements across customer journeys, service quality, and user satisfaction. This role will analyze customer, transactional, and operational data to surface insights that enhance customer experience in a fast-paced digital payments environment.
Analyze customer journey, service, and interaction data to identify CX pain points and improvement opportunities
Build and maintain CX dashboards and reports (e.g., CSAT, NPS, CES, contact rates, resolution times)
Monitor customer behavior, feedback, and support metrics to uncover trends and recurring issues
Partner with CX, Customer Support, Product, and Operations teams to translate data insights into action
Perform root cause analysis on customer complaints, escalations, and service failures
Support performance tracking for CX initiatives, experiments, and process improvements
Ensure data accuracy and consistency across CX metrics and reporting
Automate recurring CX reports and improve analytics workflows
Bachelors degree in Data Analytics, Statistics, Mathematics, Computer Science, Information Systems, or related field
2–4 years of experience in data analysis, business intelligence, or CX analytics roles
Strong analytical and problem-solving skills with attention to detail
Proficiency in SQL for querying large datasets
Advanced Excel skills (pivot tables, formulas, data analysis)
Experience with data visualization tools such as Power BI, Tableau, or similar
Ability to clearly communicate insights to both technical and non-technical stakeholders
Experience in Customer Experience Management, customer analytics, or service analytics
Exposure to fintech, banking, e-wallets, or high-volume digital platforms
Familiarity with voice, chat, email, or in-app support data
Basic knowledge of Python or analytics tools is a plus
Strong stakeholder management and storytelling skills
Kindly apply to this link for faster processing: https://www.hellojia.ai/job-openings/6978202b2745332aa4def898
At White Cloak Technologies, we are passionate about leading people at the forefront of technology. Since our inception in 2014, we have established ourselves as a trusted pillar in software development, proudly based in the heart of the Philippines. As a preferred innovation partner, we excel in collaborating with prominent corporations, transforming challenges into success stories through adept technology applications.
Our commitment goes beyond providing solutions; it's about forging lasting relationships. This dedication is reflected in our enduring partnerships with esteemed institutions such as UnionBank, UnionDigital, Ayala, Robinsons, and Aboitiz.
With White Cloak, it's more than just technology—it's about trust, expertise, and embarking on a shared journey toward digital excellence.
Key Highlights:
200+ Engineers: Our team comprises over 200 skilled engineers dedicated to delivering top-notch solutions.
100+ Projects Delivered: With a proven track record, we have successfully delivered over 100 projects across various industries.
Services:
- Managed Agile Services: We offer comprehensive managed agile services tailored to meet your unique business needs.
- IT Staff Augmentation: Leverage our pool of expert IT professionals to augment your team and enhance project capabilities.
- Managed Support & Maintenance: Ensure the smooth operation of your systems with our reliable managed support and maintenance services.
- On-Demand Services: Get access to on-demand support and expertise whenever you need it, ensuring flexibility and efficiency in your operations.
Join us on our journey as we continue to lead the way in technology innovation and empower businesses to thrive in the digital era.
