The Client Care CX Team aims to empower the Client Care organization to sustainably reduce clients’ effort with fast, easy and effective service models and resolution. This team works with the different function leads of Client Care.
The CX Analyst is an individual contributor responsible for supporting the Client Care CX bodies of work. This role requires financial, operations, CX Center of Excellence, or contact center background. The candidate must demonstrate capabilities to solve complex problems and take a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.
The role requires a keen insight into Client Experience data, best practices, and calls for project management skills, collaboration and partnership with business leadership across Client Care.
- Partnering with the Client Care leadership, Technology, and survey vendor to support Client Experience NPS survey initiatives.
- Leverage Data Analytics to provide actionable insights in improving NPS survey management and survey returns
- Strong Project Management skills to manage issues, and lead process improvements
- Executive communication that is able to tell a compelling story about the state of Client Experience surveys
This position is to be based in Pasay City, Philippines and may or may not present relocation or sponsorship assistance.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.
