Customer Insights Specialist

Metrobank

Makati

On-site

PHP 446,000 - 781,000

Full time

14 days+

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Job summary

Metrobank is seeking a Customer Insights Officer to collaborate with business, data, and support teams to define customer feedback and experience measurement needs, and to drive the use of insights to improve products, services, and processes.

You will develop feedback plans, analyze voice data, synthesize insights across sources, and communicate actionable recommendations to partners to enhance customer experience and loyalty within the bank.

Qualifications

Bachelor’s degree in a related field.
Experience in Market Research (MR) is highly preferred.
Strong Power BI skills are required.
At least 3 years experience in managing market research, customer insighting/ analytics or business analytics/ intelligence projects.
Preferably with 1-3 years’ experience in banking/ financial services, FMCG/ consumer goods or telco industry.

Responsibilities

Collaborate with varying business and service teams, data teams and support units to define customer feedback/ customer experience measurement support/ needs and rally the use of feedback in product/ service/ process improvements.
Develop customer feedback/ experience measurement plan, survey and analysis to track and improve customer experience and CES/ CSAT/ NPS measurement.
Process and analyze the customer feedback/ voice data and other quantitative studies.
Identify process/ service/ product improvement opportunities through customer feedback/ voice.
Work closely with CFM Platform Manager to implement CFM program survey/ feedback activities.
Provide and communicate actionable customer insights by synthesizing various data sources to capture a holistic understanding of the industry and the bank’s customers.