Advisor, Retail Channels (Voice of Customer)

Oriental Bank; Río Piedras (PR); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Oriental Bank seeks an Advisor for Retail Channels (Voice of Customer) in San Juan, PR, with a hybrid work arrangement. The role analyzes customer experience data and performance indicators to drive improvements and ensure the VOC informs operational decisions and service enhancements across the retail channel.

The position collaborates with cross-functional teams to optimize campaigns and customer engagement, and to support omnichannel strategies.

Qualifications

• Bachelor’s degree in a related field.
• Two years of experience in customer experience projects and data analytics.
• Experience in a supervisory role.
• Fully bilingual English and Spanish.
• Proficiency in MS Office; knowledge of Power BI, SQL, and reporting systems.

Responsibilities

• Lead customer-centric initiatives and advocacy programs.
• Monitor performance indicators to identify opportunities to improve customer experience.
• Analyze feedback and metrics to develop insights and propose improvements.
• Identify pain points and research opportunities to enhance customer satisfaction.
• Provide service level insights to improve first contact resolution and overall satisfaction.
• Collaborate on databases and analytics strategies to optimize customer experience.
• Prioritize business needs and define customer-focused process improvements.
• Represent the voice of the customer in strategic discussions.

Skills

Bilingual: English & Spanish

Data analysis

Customer experience

SQL

Power BI

MS Office

Communication

Education

Bachelor's degree in Project Management

Bachelor's degree in Industrial Engineering

Tools

Power BI

SQL

MS Office

Job description

The Advisor, Retail Channels (Voice of Customer) analyze customer experience data and performance indicators to generate actionable insights and drive improvements. Blend data analytics expertise with a customer-first mindset to ensure the voice of the customer is represented in operational decisions and service enhancements across the retail channel, optimizing campaigns and customer engagement. Position will be working hybrid based in San Juan, PR.

Main Duties & Responsibilities

• Lead customer-centric initiatives, feedback loops, and advocacy programs.
• Monitor performance indicators, patterns, and trends to identify opportunities for improving customer experience and service delivery.
• Analyze customer feedback and experience metrics (NPS, CSAT, VOC) to develop insights and advocate for improvements.
• Identify pain points and research opportunities to address customer needs and satisfaction.
• Provide service level insights and support initiatives to improve first contact resolution and overall customer satisfaction.
• Collaborate with the development and implementation of databases, and analytics strategies to optimize efficiency and quality about the customers experience.
• Collaborate with management and cross-functional teams to prioritize business needs and define customer-focused process improvements.
• Represent the voice of the customer in strategic discussions and contribute to digital-first and omnichannel strategies.
• Other duties may be assigned.

Minimum Requirements

• Bachelor’s Degree in Project Management, Industrial Engineering, or a related field required.
• Two (2) years of experience in a customer experience projects, customer advocacy, and data analytics required; Financial services or banking industry experience highly preferred.
• Experience in a supervisory role required.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Communicates effectively and clearly with a broad range of employees across the organization, as well as external counterparts required.
• Fully bilingual – English and Spanish (written and verbal) required.
• Proficiency in MS Office (Word, Excel, Outlook); knowledge of Power BI, SQL, and other reporting systems is required.
• Demonstrated ability to analyze problems, gather and evaluate data, and recommend solutions.
• Excellent communication skills and the ability to work collaboratively and effectively with diverse staff, colleagues, and clients.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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