Main 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 (NPS, CSAT, VOC) 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.
• 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.
• Other duties may be assigned.

Minimum Requirements

• Bachelor’s Degree in Project Management, Industrial Engineering, or a related field required.
• Two (2) years of experience in a customer experience projects, customer advocacy, and data analytics required; Financial services or banking industry experience highly preferred.
• Experience in a supervisory role 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.
• Communicates effectively and clearly with a broad range of employees across the organization, as well as external counterparts required.
• 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 required.
• Demonstrated ability to analyze problems, gather and evaluate data, and recommend solutions.
• 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)

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