About this role
• 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)