VoC CX Advisor, Retail Channels - Hybrid

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

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.