Popular Bank is seeking an analytical, detail-oriented, and proactive Senior Business Analyst to help lead our enterprise Voice of Customer program.
Requirements
- Lead root cause analysis of customer feedback, identifying trends, patterns, and systemic issues to drive organizational improvements.
- Extract, aggregate, and analyze customer feedback data from multiple sources including Monday.com boards, CRM systems, and various data repositories.
- Partner with stakeholders across Compliance, Operations, Technology, and Product Business Units to gather context and validate findings.
- Build dashboards, scorecards, and reporting tools to track complaint trends, resolution times, systemic issues and emerging risk areas.
- Translate complex data findings into clear, actionable recommendations for leadership and cross-functional teams, identify process improvement opportunities and recommend system enhancements to improve data collection and analysis capabilities.
- Support the development of training materials and best practices based on Voice of Customer insights.
- Collaborate with Business Intelligence and Data teams to enhance data quality and accessibility.
- Ensure the program aligns with regulatory requirements, brand standards, and customer experience goals.
Benefits
- Comprehensive health plan
- Flexible time off options
- Savings and investment plans
