Business Analyst / Voice Of The Customer (Voc) Program

Popular is committed to developing and providing growth opportunities for our employees. To foster our commitment, we continually strive to expand our internal mobility options. We invite you to take look at the following opportunity:

Business Analyst
Ind. Contributor,05
Applying for a position within the same job level as your current role may also represent a growth and development opportunity. Carefully review the tasks and responsibilities stated in the job description prior to applying.
Full Time Job Opportunity

Location

Hybrid / Popular Center-Hato Rey P.R.
General Description

The Business Analyst for the Enterprise Voice of the Customer (VoC) Program serves as a liaison between business and technology teams, supporting the collection, analysis, reporting, and continuous improvement of customer feedback programs. This role works closely with PR & VI stakeholders to gather and document business requirements, analyze customer experience data, identify technology capabilities, and support the design and implementation of executive customer insights reports that advance Popular's vision of becoming the #1 bank for customers.
Essential Duties and Responsibilities

Data Architecture & Information Management
Collaborate with Technology, Data Management, and Enterprise Architecture teams to design and support enhancements to customer feedback data repositories.
Document data requirements, business rules, data models, and metadata standards to ensure customer feedback data is integrated, governed, and accessible across the enterprise.
Support the design and ongoing management of a customer insights repository that consolidates feedback from surveys, complaints, claims, contact centers, social media, CRM systems, and other customer listening points.
Ensure data quality, consistency, integrity, and traceability across customer experience data sources.
Support data governance initiatives and compliance with enterprise data management standards.

Systems Analysis & Integration Design
Participate in business and functional analysis for new VoC capabilities, platforms, and enhancements.
Document business requirements, functional specifications, process flows, use cases, and technical requirements for VoC solutions.
Collaborate with technology teams to design system integration requirements among VoC platforms, CRM systems, case management tools, customer complaint systems, data warehouses, and business intelligence environments.
Analyze system dependencies and recommend technology solutions that enhance customer insight collection, management, and reporting.
Participate in solution design reviews, testing activities, and implementation efforts to ensure alignment with business objectives.

Automation & Process Optimization
Identify opportunities for process improvement and support automation initiatives for customer feedback ingestion, categorization, reporting, and escalation processes.
Work with technology teams to leverage AI, machine learning, text analytics, natural language processing (NLP), and robotic process automation (RPA) solutions for advanced customer feedback analysis.
Develop automated monitoring and alerting mechanisms to identify emerging customer experience issues and trends.
Continuously optimize VoC processes to improve speed, scalability, and effectiveness.

Reporting, Dashboard Development,& Business Intelligence
Design, develop, and maintain enterprise-level dashboards and scorecards using Power BI, Tableau, SQL, Excel, and other business intelligence tools.
Create executive, operational, and business-unit reporting that provides actionable insights into customer satisfaction, loyalty, complaints, customer effort, and journey performance.
Support self-service reporting capabilities that empower business stakeholders to access customer insights independently.
Assist in the creation and maintenance of automated reporting solutions that consolidate multiple data sources into a single source of truth for consistent customer experience measurement and performance tracking.
Define and maintain key performance indicators (KPIs), key risk indicators (KRIs), and customer experience metrics to ensure consistency across enterprise reporting.
Present analytical findings through intuitive visualizations, storytelling, and executive presentations.

This Job has no supervisory responsibilities but in special circumstances may lead the work of others.
Education

Bachelor's degree in Business Administration, Statistics, Data Analytics, Finance, Information Systems, or a related field.
Experience

At least three (3) to five (5) years of experience in data analysis, information systems, customer experience, reporting, business intelligence, or a related function.
Preferred: Experience working with Voice of the Customer (VoC) programs, customer experience initiatives, surveys, claims, complaints, or other customer feedback sources.

Other Qualifications

Ability to communicate insights and recommendations effectively to business stakeholders and management.
Advanced analytical skills.
Strong quantitative, analytical, and technical aptitude with the ability to interpret large data sets and extract meaningful insights.
Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
Ability to work under pressure, meet deadlines, and adapt to changing operational needs.
Strong interpersonal skills and ability to collaborate effectively with cross-functional teams.
Ability to work independently or as part of a team with minimal supervision.
High level of discretion and ability to handle confidential information.
Ability to present and interact with all levels of management including executive leadership.
Proficiency in Microsoft Office tools, particularly Excel, PowerPoint, and Word and Power BI.
Excellent verbal, written, and presentation skills in Spanish and English.

Preferred Technical Skills
SQL and database query development.
Tableau, Qlik, or similar BI platforms.
Data warehousing and data lake concepts.
ETL/ELT processes and data integration tools.
Customer Experience Management (CXM) platforms.
CRM platforms such as Salesforce and Microsoft Dynamics.
Survey platforms (Qualtrics).
Process automation tools (Power Automate, UiPath).
API integrations and data exchange frameworks.
Artificial intelligence, machine learning, and text analytics concepts.

Values

1. Passion for People
3. Succeed Together
2. Own Every Moment
4. Build the Future

Additional Requirements

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee's performance evaluation.
Important:The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.
Our hybrid work model benefit applies to certain positions and is subject to changes based on the organizational needs.
ABOUT US
Popular is Puerto Rico's leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.
As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.
We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular's employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.
If you have a disability or need more information about requesting an accommodation, please contact us at ****** .This email inbox is monitored for such types of requestsonly. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

Are you ready for a rewarding career?

Popular is an Equal Opportunity Employer, including Disability/Vets
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