Customer Experience Analyst

About BDO

BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise “We Find Ways,” we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.

Job Summary

The Customer Experience Analyst is responsible for in monitoring customer interactions across all channels handled by the Customer Contact Center. This includes analyzing data patterns and providing actionable recommendations that directly influence customer experience, loyalty, and business growth.

Key Responsibilities

• Utilize data analytics tools to extract, analyze, and visualize customer experience data, providing meaningful insights to improve service levels.
• Collaborate with cross-functional teams to gather and analyze customer feedback and operational data, turning these into actionable insights.
• Prepare and submit necessary reports (Productivity, Quality Performance, etc.) daily.
• Participate in business process and other improvement projects as needed.
• Complete the required number of quality evaluations daily or conduct regular audits of customer interactions across multiple channels to evaluate quality, accuracy, and consistency.

Qualifications

• Bachelor's degree in Business, Data Analytics, Statistics, or a related field.
• With at least 2 years of experience in customer experience analysis, data analytics, quality assurance, or a similar role.
• Willing to work on site in Makati / San Juan