Voice of the Customer Advisor - Retail Channels (Hybrid)

Oriental; San Juan (PR); Hybrid; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

Oriental is seeking a Advisor, Retail Channels (Voice of Customer) to analyze customer experience data and performance indicators and to generate actionable insights for improvements across the retail channel. The role is hybrid and based in San Juan, PR.

The candidate will lead customer-centric initiatives, monitor KPIs, analyze feedback (NPS, CSAT, VOC), and collaborate across teams to prioritize customer-focused improvements and omnichannel strategies.

Qualifikationen

• Bachelor's degree in project management, industrial engineering or related field.
• 2 years of experience in CX projects, advocacy and data analytics.
• Supervisory experience required.

Aufgaben

• Lead customer-centric initiatives and advocacy programs.
• Monitor performance indicators to improve customer experience and service delivery.
• Analyze feedback and metrics (NPS, CSAT, VOC) to generate insights.
• Identify pain points and opportunities to boost customer satisfaction.
• Provide service level insights to improve first contact resolution.
• Collaborate on databases and analytics strategies to enhance customer experience.
• Work with management to prioritize customer-focused process improvements.
• Represent the voice of the customer in strategic discussions and omnichannel strategies.
• Other duties may be assigned.

Kenntnisse

Customer experience

Data analytics

Supervisory experience

Bilingual English/Spanish

Ausbildung

Bachelor's Degree in Project Management, Industrial Engineering, or a related field

Tools

Power BI

SQL

MS Excel

Jobbeschreibung

Oriental is seeking a Advisor, Retail Channels (Voice of Customer) to analyze customer experience data and performance indicators and to generate actionable insights for improvements across the retail channel. The role is hybrid and based in San Juan, PR.

The candidate will lead customer-centric initiatives, monitor KPIs, analyze feedback (NPS, CSAT, VOC), and collaborate across teams to prioritize customer-focused improvements and omnichannel strategies.