Job Description

• Analyze customer feedback, VOC, complaints, surveys, behavioral, and operational data.
• Identify key customer pain points, service gaps, emerging trends, and improvement opportunities
• Generate actionable recommendations to enhance customer and business outcomes
• Consolidate customer feedback from branches, contact centers, digital channels, complaints, surveys, and social media
• Develop and maintain CX insights dashboards and scorecards
• Lead analysis of critical customer experience issues and service failures
• Monitor action plans and support FTC and BC&FRF monitoring through customer outcome analysis

Minimum educational qualifications:

• Bachelor's degree

Minimum experience:

• 2-3 years in customer research, insights and analytics preferably in financial services sector will be a plus

Other Skills & Competence:

• Ability to gather and analyze a variety of data points (qualitative and quantitative) and pare that information down to the most important insights for the business
• High level of responsibility, ownership, and accountability
• Passion for great customer experiences
• Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines
• Strong skills in presenting insights as compelling stories via power point
• Data visualization skills with Power BI (good to have)