Analyst, Retail Channels (Voice of Customer)

Oriental Bank • San Juan, PR

3d • Hybrid

About The Position

The Analyst, Retail Channels (Voice of Customer) Ensure a consistent, seamless, and frictionless customer experience across all Retail Channels service touchpoints. This role integrates analytics, quality assurance, incident management, customer journey design, and continuous Voice of the Customer monitoring to drive sustainable improvements in processes, policies, and customer-facing tools. Position will be working hybrid based in San Juan, PR.

Requirements

• Associate or bachelor’s degree in industrial engineering, Business Administration, Information Systems, or related fields.
• At least three (2) years’ experience in a financial services company or related work as a Data Analysis required.
• 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.
• Experience in data analysis, customer experience, operational quality, incident management, or continuous improvement.
• Fully bilingual – English and Spanish (verbal and written) required.
• Strong communication skills, critical thinking, and cross-functional collaboration capabilities.
• Intermediate to Advanced skill and proficiency using Microsoft Office (Word, Excel, Access, Power Point, Outlook), Power Business Intelligence and MS SQL, or other software applications to retrieve data, create spreadsheets, and reports required.
• High technological proficiency; a tech-savvy individual comfortable learning and adopting new tools, systems, digital platforms, and analytical technologies.
• 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.

Responsibilities

• Quality Management & Experience Monitoring: Monitor CSAT/NPS/NDS and internal quality metrics; analyze complaints to identify root causes/risks; share insights with stakeholders; and validate corrective actions via closed-loop follow-up.
• End-to-End Customer Profile Analysis (E2E): Assess the full journey from first contact through resolution; analyze wait times/transfers/friction/self-service; and deliver actionable recommendations.
• Customer Journey Design, Optimization & Documentation: Maintain journey maps; identify inefficiencies and abandonment points; propose redesigns to reduce friction; and coordinate cross-functional validation.
• Analytics & Reporting: Perform sentiment/trend analysis; produce incident and insight reporting; contribute to Bien Hecho and Channel Communications; and track CX metrics.
• Script Automation & Optimization: Develop/maintain scripts across channels; route for approvals; and ensure alignment with policies, empathy guidelines, and tone of voice.
• Field Observation & Voice of the Customer: Conduct observations; compare actual vs. designed experience; document findings; and recommend process/policy/tool improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees