Advisor, Retail Channels (Voice of Customer)

Oriental Bank; San Juan (PR); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Oriental Bank is seeking an Advisor for Retail Channels (Voice of Customer) to analyze customer experience data and performance indicators, driving improvements across the retail channel. The role is hybrid and based in San Juan, PR, requiring bilingual English/Spanish communication and strong data analytics skills.

Responsibilities include leading feedback loops, monitoring CX metrics, and collaborating with cross-functional teams to implement customer-focused improvements.

Qualifications

• Bachelor’s degree in Project Management, Industrial Engineering, or a related field.

Responsibilities

• Lead customer-centric initiatives and advocacy programs.
• Monitor performance indicators to identify improvement opportunities.
• Analyze feedback and metrics (NPS, CSAT, VOC) to develop insights.
• Identify pain points and research opportunities to improve satisfaction.
• Provide service level insights to improve first contact resolution.
• Collaborate on databases and analytics strategies to optimize customer experience.
• Work with management to prioritize needs and define process improvements.
• Represent VOC in strategic discussions and omnichannel strategies.
• Other duties as assigned.

Skills

Bilingual EN/ES

Education

Bachelor’s degree in related field

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) Recruitment Privacy Statement Compliance Posters #LI-Hybrid

This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop.

Each employee is key in the company's success.

Our team consists of an excellent group of people and we believe you could be one of them.

We offer you the opportunity to work and be part of an organization that is dedicated to progress.

We offer diverse employment opportunities that go from internships to executive positions.

We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect.

Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability.

Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to: Compliance_Posters / Labor Laws Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse.

Cada empleado es nuestro factor clave en el éxito de la compañía.

La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos.

Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso.

En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos.

Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado.

Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad.

A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables: Afiches de Cumplimiento/ Leyes Laborales Política de Privacidad de Reclutamiento