Customer Experience Analyst

BDO Unibank; Makati; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading bank in the Philippines seeks a Customer Experience Analyst responsible for monitoring customer interactions and enhancing overall service quality. You will leverage data analytics tools to analyze customer experience data, collaborate with cross-functional teams, and prepare daily performance reports. The ideal candidate should have a relevant bachelor's degree and at least 2 years of experience in customer experience analysis. This role is based on-site in Makati/San Juan.

Qualifications

• At least 2 years of experience in customer experience analysis or data analytics.
• Willing to work on-site in Makati / San Juan.

Responsibilities

• Utilize data analytics tools to analyze and visualize customer experience data.
• Collaborate with teams to gather and analyze customer feedback.
• Prepare daily reports on productivity and quality performance.
• Conduct quality evaluations of customer interactions across various channels.

Skills

Data analytics

Customer experience analysis

Quality assurance

Collaboration

Education

Bachelor's degree in Business, Data Analytics, Statistics

Job description

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Business Unit: Enterprise Services Group

About BDO

BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise “We Find Ways,” we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.

Job Summary

The Customer Experience Analyst is responsible for in monitoring customer interactions across all channels handled by the Customer Contact Center. This includes analyzing data patterns and providing actionable recommendations that directly influence customer experience, loyalty, and business growth.

Key Responsibilities

• Utilize data analytics tools to extract, analyze, and visualize customer experience data, providing meaningful insights to improve service levels.
• Collaborate with cross-functional teams to gather and analyze customer feedback and operational data, turning these into actionable insights.
• Prepare and submit necessary reports (Productivity, Quality Performance, etc.) daily.
• Participate in business process and other improvement projects as needed.
• Complete the required number of quality evaluations daily or conduct regular audits of customer interactions across multiple channels to evaluate quality, accuracy, and consistency.

Qualifications

• Bachelor's degree in Business, Data Analytics, Statistics, or a related field.
• With at least 2 years of experience in customer experience analysis, data analytics, quality assurance, or a similar role.
• Willing to work on site in Makati / San Juan

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 26339

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