Analyst - Customer Experience

Popular - New York, NY4.1

Full-timeEstimated: $47,000 - $64,000 a year
EducationSkills
Join the Popular Team!

Founded in 1893, Popular Inc. has been built upon strong institutional values while providing broad financial services within the United States, Puerto Rico, and the Caribbean.

We strive to create an extraordinary legacy with a passion for customer service, tremendous dedication to our employees, and strong partnerships in the communities where we reside. Come explore Popular - Our bottom line is you.

US Customer Experience

The Analyst position will be centrally aligned with the Customer Experience team translating Voice of the Customer into insights to better understand Popular Bank’s customers. These insights will help key areas of the organization drive change to ensure excellent customer experience that exceeds our customers’ expectations.

In this position, you will:
Facilitate and ensure the collection of customer feedback, including complaints.

Clean/organize data to analyze customers’ feedback, to determine satisfaction, glean insights, identify customer pain points and trends as an input to improve customer experience.

Extract, aggregate, and synthesize datasets from multiple data sources

Automate reporting with a combination of Excel and BI tools

Draft analysis reports and present statistical information

Track and report key performance indicators

To be considered, you will need:
Minimum Required:
Bachelor’s degree in computer science, math, statistics, or related field

Desirable Education/Experience:
3+ years of professional experience in data analytics, business analysis or comparable analytics position; banking experience a plus.

Ability to structure complex analysis and perform analysis to drive insights

Proven problem-solving skills, project management skills, attention to detail, and exceptional organization skills

Ability to deal with ambiguity and competing objectives in a fast-paced environment

Ability to articulate complex issues and themes to stakeholders

Strong written and verbal communication skills with a high attention to detail

Knowledge of business intelligence applications and/or statistical analysis software.

Proficient in Microsoft PowerPoint, Excel, and Teams.

Experience with Salesforce a plus.

Please consider joining our DYNAMIC, friendly team! It takes only a few minutes to check-out this great opportunity and apply!

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.