Senior Customer Experience Analyst

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🕒 July 17

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banco BV

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1993

🛡️ Insurance

📦 Logistics

💼 Consulting

💰 Debt Financing on 2022-07

Insurance • Logistics • Consulting

banco BV is a financial institution that offers a wide range of banking services to both individual consumers and businesses. It provides personal and corporate accounts, credit cards, loans, financing for vehicles and solar energy, insurance solutions, and investment services. The bank also focuses on digital solutions, such as mobile banking apps and open finance initiatives, to enhance accessibility and customer experience. As a versatile financial entity, banco BV caters to both private and corporate clients, providing comprehensive banking and financial services.

📋 Description

• Lead advanced customer experience analyses, identifying patterns, trends and root causes of primary opportunities and pain points across journeys. • Develop strategic diagnostics and in-depth studies to support tactical and executive decision-making across the organization. • Integrate and correlate data from multiple sources, such as satisfaction surveys, service channels, digital journeys, in-app behavior, self-service and operational metrics. • Build analytical models and prioritization frameworks to identify improvement opportunities with the greatest impact for customers and the business. • Translate complex analyses into high-impact executive narratives that influence senior leadership decision-making. • Serve as a technical reference in Customer Analytics, guiding discussions and disseminating analytical best practices within the CX area. • Lead studies on customer behavior and needs, supporting the identification of Jobs-to-be-Done and opportunities to evolve products and services. • Apply advanced techniques in statistical analysis, data mining, AI and sentiment analysis to anticipate trends and identify relevant opportunities. • Construct integrated views of the Voice of the Customer (VoC), consolidating insights and signals from different channels to generate actionable insights. • Influence and support partner areas in defining, prioritizing and tracking initiatives to improve the customer experience. • Propose and monitor CX metrics, ensuring the tracking of journey evolution and the impact of implemented actions. • Deliver executive presentations for different hierarchical levels, including board members and senior leadership.

🎯 Requirements

• Proven experience in Customer Experience, Customer Analytics, Business Intelligence or related areas. • Strong background in data analysis applied to customer experience and journey improvement. • Advanced knowledge of analytics, applied statistics, driver identification and causal analysis. • Experience with data analysis tools, visualization and building executive dashboards. • Demonstrated ability to turn complex data into strategic insights and actionable recommendations. • Strong executive storytelling, communication and influence skills with stakeholders at different levels. • Investigative, critical mindset with a focus on solving complex problems. • Experience conducting analyses autonomously and leading strategic, data-driven discussions. • Ability to connect customer experience metrics with business outcomes.

🏖️ Benefits

• Diversity and inclusion • We invite Black people, women, professionals with disabilities, the LGBTQIA+ community and people of all ages to learn more about us and apply for this role.