Client Services CX Analyst (Business Analyst)

Visa Philippines Business Processing Center, Corp.; Pasay; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Visa Philippines Business Processing Center, Corp. is seeking a Business Analyst for Client Experience to support NPS survey initiatives and data-driven problem solving. The role emphasizes ETL, data analytics, and BI storytelling for executive audiences.

You will collaborate with Client Services leadership, Go-to-Market Services, and Technology teams to improve survey management and responses, with in-office days required as per Hiring Manager.

Qualifications

• Experience in ETL, data integration, and transformation for analytics.
• Strong data visualization skills with BI tools like Power BI or Tableau.
• Excellent verbal and written communication for executives.
• 2+ years of work experience with relevant degrees.

Responsibilities

• Partner with Client Services and Technology to support NPS initiatives.
• Use data analytics to provide actionable insights for NPS survey management.
• Demonstrate project management skills to drive process improvements.
• Develop executive communications about survey state.

Skills

ETL processes

Data integration

Data transformation

Verbal and written communication

Time management

Education

Bachelor's Degree

Advanced Degree (MBA, etc.)

Tools

Power BI

Tableau

Python

SQL

Job description

About the role

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.

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.

About you

• Proficiency in ETL processes, data integration, and data transformation techniques to support analytics and reporting initiatives.
• Hands-on experience with data visualization and business intelligence tools such as Power BI and/or Tableau to develop dashboards and present actionable insights.
• Excellent verbal and written communication skills, with the ability to create and deliver clear, compelling presentations to executive and cross-functional stakeholders.
• 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.

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.
• 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

Work Schedule & Arrangement

• Open to work on a mid-shift (3:00 PM to 12:00 AM) or night shift (7:00 PM to 4:00 AM) schedule, depending on business requirements.
• Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.