- Map current and future customer journeys across all touchpoints, from account opening, transactions to problem resolution. Identify bottlenecks and implement strategies to make this journey enjoyable and seamless.
- Develop and maintain customer references that serve as tools for customer experience decisions.
- Understand customer needs, preferences and pain points through surveys, internal resource feedback and touchpoint reporting.
- Track and analyze product and channel use, customer and internal feedback, and competitive information to identify enhancements to the consumer experience.
- Coordinate with all internal stakeholders such as product management, sales, marketing, operations, and others, to prioritize efforts, gather input, document requirements to gain approval and execute on implementation of change ensuring a consistent customer experience.
- Serve as a Subject Matter Expert (SME) and advocate for the needs of Oriental's customers to foster a truly customer-centric culture.
- Other duties may be assigned.
- Bachelor's degree in Business Administration, Marketing, Industrial Engineer or related field required.
- Five (5) years of experience in customer experience analysis, eCommerce, digital or retail related experience required. Financial services or banking industry experience highly preferred.
- Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
- Communicates effectively and clearly with a broad range of employees across the organization, as well as external counterparts required.
- Experienced in Visio program and other journey mapping tools required.
- Demonstrated success in a project management role with an emphasis on delivering collaboration solutions to the enterprise.
- Fully bilingual - English and Spanish (verbal and written) required.
- Excellent computer skills, including Microsoft Office (Word, Excel, Power Point) required.
- Analytical, proactive problem solving, organized, detail oriented and able to multitask observing the defined quality standards.
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Advisor, Retail Banking - San Juan, Puerto Rico - Oriental
Descripción
The Advisor, Retail Banking (Customer Data & Strategy) is primarily accountable for the customer experience across all journeys. Responsible for keeping track of customer journeys, designing business processes that positively impact the customer experience and providing advice and guidance on the implementation of changes. Position works hybrid based in San Juan, PR.Main Duties & Responsibilities
Minimum requirements
#Li-Hybrid
