Manager CX Insights

HBL People; Pakistan; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

HBL People is seeking a Customer Insights Analyst to analyze customer feedback, VOC, complaints, surveys, behavioral and operational data to identify pain points and improvement opportunities.

You will consolidate feedback from branches, contact centers, digital channels, and social media, develop and maintain CX dashboards and scorecards, and lead analyses of critical CX issues to drive actionable recommendations and better business outcomes.

Qualifications

• 2-3 years in customer research, insights and analytics preferably in financial services sector will be a plus
• Ability to gather and analyze a variety of data points (qualitative and quantitative) and pare that information down to the most important insights for the business
• High level of responsibility, ownership, and accountability
• Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines
• Strong skills in presenting insights as compelling stories via power point
• Data visualization skills with Power BI (good to have)

Responsibilities

• Analyze customer feedback, VOC, complaints, surveys, behavioral, and operational data.
• Identify key customer pain points, service gaps, emerging trends, and improvement opportunities
• Generate actionable recommendations to enhance customer and business outcomes
• Consolidate customer feedback from branches, contact centers, digital channels, complaints, surveys, and social media
• Develop and maintain CX insights dashboards and scorecards
• Lead analysis of critical customer experience issues and service failures
• Monitor action plans and support FTC and BC&FRF monitoring through customer outcome analysis

Skills

Data analysis

Storytelling with insights

Data visualization (Power BI)

Attention to detail

PowerPoint presentation

Tools

Power BI

PowerPoint

Job description

• Analyze customer feedback, VOC, complaints, surveys, behavioral, and operational data.
• Identify key customer pain points, service gaps, emerging trends, and improvement opportunities
• Generate actionable recommendations to enhance customer and business outcomes
• Consolidate customer feedback from branches, contact centers, digital channels, complaints, surveys, and social media
• Develop and maintain CX insights dashboards and scorecards
• Lead analysis of critical customer experience issues and service failures
• Monitor action plans and support FTC and BC&FRF monitoring through customer outcome analysis

Qualifications

• 2-3 years in customer research, insights and analytics preferably in financial services sector will be a plus

Other Skills & Competence:

• Ability to gather and analyze a variety of data points (qualitative and quantitative) and pare that information down to the most important insights for the business
• High level of responsibility, ownership, and accountability
• Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines
• Strong skills in presenting insights as compelling stories via power point
• Data visualization skills with Power BI (good to have)