Jr. CX Analyst

About the Role As a Junior Customer Experience Analyst, you will be responsible in driving all initiatives to improve onboarding experience and optimize process by deep diving into insights to gain a better understanding of their preferences and behaviors focus on Online, Telesales and Partnership. You will also create a seamless face to face experience for the customer, from start to finish, and to ensure that the service meets their needs and expectations, delivering high-quality services for the customers How you'll contribute Understand the current state of non-online touchpoints for onboarding journey by conducting competitive scan, interview & survey, immersion, mystery shopping and other methodologies​ ​ Collaborate with other department to build requirements and execute/launch enhancements Create and utilize customer-centric tools such as customer journey map to identify pain points, findings and gaps between customer and internal process Perform data gathering, baselining, review & analysis (e.g., Top Transactions, conversion, CSAT, NPS, etc.)​ Drives CSAT/NPS improvement and related value propositions Draw reasonable conclusions from a set of information and discriminate between useful and less useful details to solve problems or make decisions. Analyze data from current process for online and 3rd party onboarding journey, funnel, fall out and capacity Gather business requirements and propose improve customer engagement for the customer journey being worked on Define project objectives, project scope, roles, responsibilities and prepare detailed project plan based on key milestones, workstreams and activities Perform end-to-end process mapping and identify pain points, gaps, challenges and recommend possible solutions​ Prepare necessary documentation for process updates and ensure all documents are routed and signed off by the involved stakeholders Execute initiatives that will contribute to enhancement of features, functionalities and making customer-centric processes for Online, Telesales and Partnership​​ customers Execute initiatives within the target timelines and ensure success metrics are met Conduct and facilitate regular project updating to stakeholders and create reports (as necessary) Drive cross-product customer experience redesign projects and raise awareness to different units What we're looking for Must be a Bachelor’s Degree holder in any related field At least a year of relevant experience Should have project management or process improvement experience With experience in conducting Customer Research (i.e., Mystery Shopping and Usability Testing) and qualitative and user-centered design methodologies Has strong communication, presentation, influencing and relationship-building skills Has knowledge with Agile and comfortable launching and iterating quickly and using data Can demonstrate experience adapting to change, and be able to hit the ground running, with multiple projects to tight deadlines About Security Bank Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance. Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list. At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.” Start your BetterBanking career with us today.