Manager CX Insights

Overview

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)