Client Services CX Analyst

PowerToFly; Pasay; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Visa in Pasay, Philippines, seeks a Business Analyst for Client Experience to support NPS survey initiatives and provide data-driven insights for stakeholder leadership across Client Care, Go-to-Market Services, and Technology teams. Ideal candidates bring data analytics and ML programming experience; you will develop executive stories and contribute to related AI/ML projects aimed at improving customer experience.

This role requires a minimum of 3 days in-office.

Qualifications

• 2+ years of work experience with a Bachelor’s Degree or an Advanced Degree.
• Experience in team building, coaching, and performance management.
• Experience in delegating tasks and responsibilities to team members.
• Experience in managing projects and time, introducing innovative ideas and processes.
• Experience in setting and accomplishing goals with high standards.
• Experience in taking initiative and working independently, taking ownership of outcomes.
• Experience in using communication skills to inspire, influence, and motivate others.
• Experience in adapting to shifting priorities and challenges.
• Experience in relationship management with key stakeholders and peers.
• Experience in knowledge management and content development.

Responsibilities

• Partner with Client Services leadership to support Client Experience survey initiatives.
• Utilize data analytics to provide actionable insights for NPS survey management.
• Demonstrate strong project management to address issues and drive improvements.
• Develop executive communications about the state of Client Experience surveys; participate in AI/ML projects to improve customer experience.

Skills

Python

SQL

Data analytics

ML coding

Problem solving

Leadership

Communication

Time management

Ownership

Education

Bachelor's Degree

Advanced Degree

Tools

Data pipelines

AI/ML models

Job description

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

The Business Analyst for Client Experience is an individual contributor responsible for supporting Client Experience initiatives. The ideal candidate will possess the ability to solve complex problems and identify innovative solutions using data-driven problem-solving tools and methodologies.

Having the following skills is a definite advantage:

• Python for production-quality ML coding (clean, testable, modular)
• Data structures & algorithms / computational complexity fundamentals
• SQL for extraction/joins/feature pulls
• Ability to build/maintain data pipelines supporting ML workflows

Key Responsibilities:

• Partner with Client Services leadership including Go-to-Market Services leadership, Client Care leadership, Regional Client Services leaders, Technology teams, and survey vendors to support Client Experience Net Promoter Score (NPS) survey initiatives.
• Utilize data analytics to provide actionable insights aimed at improving NPS survey management and returns.
• Demonstrate strong project management skills to address issues and lead process improvements.
• Develop executive communications that tell a compelling story about the state of Client Experience surveys. Candidates with background in AI and machine learning programming will be part of related projects aimed at improving customer experience.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD).
• Experience in team building, coaching, and performance management.
• Experience in delegating tasks and responsibilities to team members.
• Experience in managing projects and time, introducing innovative ideas and processes.
• Experience in setting and accomplishing goals with high standards.
• Experience in taking initiative and working independently, taking ownership of outcomes.
• Experience in using communication skills to inspire, influence, and motivate others.
• Experience in adapting to shifting priorities and challenges.
• Experience in relationship management with key stakeholders and peers.
• Experience in knowledge management and content development.
• Experience with documentation and knowledge management tools.

Preferred Qualifications:

• Expertise in Data Analytics using AI and ML models.
• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
• Experience with content standards, style guides, and templates.
• Ability to analyze the impact of product changes and feature launches on business processes and related knowledge.

Visa is an EEO Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.