VoC Program Analyst — Hybrid Customer Insights

San Juan (PR)

Hybrid

USD 85,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Hybrid work model

Job summary

Popular, Puerto Rico’s leading financial institution, is seeking a Business Analyst to support the Enterprise Voice of the Customer (VoC) program. You will serve as a liaison between business and technology teams, gathering requirements, analyzing customer data, and developing executive insights reports to drive customer-centric strategies.

The role emphasizes data governance, dashboarding with Power BI/Tableau, and collaboration across cross-functional teams.

Qualifications

Bachelor’s degree in Business Administration, Statistics, Data Analytics, Finance, Information Systems, or a related field.
At least 3–5 years of experience in data analysis, information systems, customer experience, reporting, or BI.
Experience with VoC programs, surveys, complaints, or customer feedback sources is preferred.
Ability to communicate insights effectively to management and business stakeholders.
Strong analytical, quantitative, and technical skills with large data sets.

Responsibilities

Collaborate with Technology, Data Management, and Enterprise Architecture to design enhancements to customer feedback data repositories.
Document data requirements, data models, and metadata standards for enterprise access and governance.
Support design/management of a customer insights repository from surveys, complaints, and CRM systems.
Ensure data quality, integrity, and traceability across data sources.
Develop dashboards and reports using Power BI, Tableau, SQL, and Excel.
Present analytical findings through clear visualizations and executive presentations.