Customer Service Agent providing exceptional support via chat and calls in English and Spanish. Requires previous experience and strong communication skills in a collaborative environment.
About the role
- Senior CX Analyst leading the evolution of customer journeys at BV bank. Ensuring simple and consistent experiences throughout the customer lifecycle from a digital perspective.
Responsibilities
- Map and redesign end-to-end customer journeys across the entire lifecycle.
- Identify frictions, opportunities and moments of truth within customer journeys.
- Work on upstream product activities to drive builds and launches centered on customer needs and improved experiences.
- Conduct analyses of relational NPS and customer feedback, turning insights into action plans.
- Collaborate with product teams, engineering and agile squads to ensure experience improvements are prioritized on the roadmap.
- Ensure journeys align with a multichannel experience strategy, emphasizing digital self‑service and mobile app use.
- Define and monitor customer experience metrics across journeys.
- Develop strategic, data-driven recommendations based on customer feedback.
- Support the advancement of Customer Experience maturity across the organization.
Requirements
- Experience in customer journey mapping and management (Customer Journey Mapping).
- Familiarity with experience metrics, especially NPS, CSAT and CES.
- Experience working closely with product teams and agile squads.
- Strong analytical ability to convert experience data into actionable insights.
- Background in service design, CX or digital experience.
- Experience in financial institutions or fintechs.
- Knowledge of digital self‑service strategies and digital channels.
- Experience with Design Thinking or Service Design methodologies.
- Experience in customer-centric digital transformation.
Benefits
- Recognition as a top financial institution to work for
- Commitment to equity
- Culture of diversity and inclusion
- Successful partnerships
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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