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Senior Business Analyst (Market Research)

Customer Experience Strategy Department – FirstBank PR

Our Company

At FirstBank PR, we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The Market Research Analyst is responsible for managing, analyzing, and synthesizing third-party research, internal surveys, and Voice of the Customer (VoC) data to generate actionable insights that drive improvements in customer satisfaction, loyalty, and advocacy. This role plays a critical part in supporting the Customer Experience (CX) team by transforming complex data into strategic recommendations that inform business decisions and enhance the overall customer journey.

What You’ll Need to Succeed

• Analyze and interpret customer experience research from third-party providers and benchmark FirstBank’s performance against competitors.

• Support the end-to-end process of internal VoC initiatives, including survey design, data collection, reporting, and storytelling of findings.

• Consolidate and synthesize customer feedback from various channels (surveys, NPS, social media, complaints, etc.) into cohesive insights to drive CX strategy.

• Develop dashboards, scorecards, and presentations to share findings with internal stakeholders, including senior leadership.

• Monitor trends in customer expectations, market dynamics, and industry benchmarks to proactively identify opportunities for improvement.

• Collaborate with cross-functional teams to translate insights into impactful business actions and align research findings with strategic initiatives.

• Ensure data integrity, consistency, and clarity in reporting, while maintaining high standards of research ethics and privacy compliance. Aggregate and interpret data from multiple sources to identify customer trends, pain points, and opportunities.

Competencies:

• Highly motivated self-starter who can multi-task and respond to changing work activities with very short deadlines.

• Advance knowledge of Microsoft suites.

• Strong analytic and strategic capabilities with proficiency in Excel, PowerPoint, SPSS or Python knowledge, and data visualization tools, (e.g., Tableau, Power BI).

• Problem solving skills

• Knowledge of statistics, data collection, analysis, and data presentation

• Detail-oriented and able to maintain a high level of ownership and accuracy on all work activities.

• Demonstration of strong project management and organization skills.

• Proven ability to work independently and as part of a team – especially in complex and ambiguous work environments.

• Excellent communication and storytelling skills, ability to turn data into clear, compelling insights.

• Familiarity with customer experience frameworks (NPS, CSAT, CES) and qualitative research methods is a plus.

• A passion for customer-centric thinking and continuous improvement

• Capable of working under pressure and meeting deadlines.

• Creative abilities

• Basic accounting knowledge

• Strong verbal and writing skills

• Fluent in English and Spanish (written and oral)

Minimum Requirements You’ll Need:

• Bachelor's Degree in Business Administration, Engineering, Statistics, Economics, Marketing, Market Research . O r the equivalent combination of Education and Experience needed to be able to perform the functions of this job.

• 2–5 years in related fields.

• Technical Skills: Advanced Excel, PowerPoint, SPSS or Python, data visualization tools (Tableau, Power BI).

• Knowledge of statistics, data analysis, and presentation.

• Fluent in English and Spanish.

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