Customer Experience Analyst

BDO Unibank; Makati; On-site; PHP 350,000 - 650,000; Full time

Job summary

BDO Unibank is seeking a Customer Experience Analyst to monitor customer interactions across all contact center channels and analyze data patterns to drive improvements in service levels and customer loyalty.

You will collaborate with multiple teams to gather feedback and operational data, deliver actionable insights, and contribute to business growth through data-driven recommendations. This role requires on-site work in Makati/San Juan, Philippines.

Qualifications

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

Responsibilities

• Utilize data analytics tools to extract, analyze, and visualize customer experience data.
• Collaborate with cross-functional teams to analyze customer feedback and operational data into actionable insights.
• Prepare and submit productivity and quality reports daily.
• Participate in business process and improvement projects as needed.
• Conduct daily quality evaluations or audits of customer interactions across channels.

Education

Bachelor's degree in Business, Data Analytics, Statistics, or related field

Tools

Data analytics tools

Job description

Job Description:

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

• Bachelors 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