"Alerted.org

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 works hybrid based in San Juan, PR.

MAJOR 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 (Net Promoter Score, Customer Satisfaction Score, Voice of Customer) 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.

+ Acquire, clean, and interpret data from primary and secondary sources to support decision-making.

+ 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.

EDUCATION AND EXPERIENCE:

+ Bachelor’s degree in project management, engineering, or a related field required.

+ Equivalent combinations of education, training, and experience may be considered.

+ Minimum of 2 years of experience in a data analyst, customer advocacy, or customer experience role; experience in financial services is highly desirable.

+ 2 years of experience in a supervisory role.

+ 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 highly desirable.

+ Demonstrated ability to analyze problems, gather and evaluate data, and recommend solutions.

+ Strong communication skills and ability to collaborate effectively with diverse teams and stakeholders.

+ 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 (https://orientalbank.com/assets/pdfs/recruitment\_privacy\_policy\_statement.pdf)

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 (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf)

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 (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf)

Política de Privacidad de Reclutamiento