Analyst, Retail Channels (Voice of Customer)

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.

MAJOR DUTIES & 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, Optim...