About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016—the Bank of the Year – Philippines by The Banker.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As a Customer Experience Aftersales Analyst, you will be the voice of the customer to make sure processes are customer-centric. Your role will create understanding and empathy around customer and business needs. You will be a part of the team that will be enhancing features, functionalities, and processes for all aftersales processes to drive high CSAT and value proposition.

How you'll contribute

  • Draw reasonable conclusions from a set of information, and discriminate between useful and less useful
  • Drives high aftersales CSAT and value proposition
  • Create and utilize customer-centric tools such as customer journey maps to identify pain points, findings, and gaps between the customer and internal processes.
  • Collect and analyze customer behavior through studies, field visits, surveys, interviews, benchmark studies, online experiments (A/B testing).
  • Partner with other departments to build requirements and execute/launch enhancements.
  • Drives high aftersales CSAT and value proposition
  • Promoting customer-centric approach through the presentation, works, and CX platforms.
  • Collaborate and meet with stakeholders to make sure project progress is disseminated.
  • Execute initiatives based on deadlines and make sure success metrics are met.
  • Documents process updates and make sure all documents are routed to affected stakeholders.

What we’re looking for

  • Bachelor's Degree in any field of study
  • With at least 3 years experience as a Customer Experience Analyst
  • Experience conducting research Knowledgeable with UI design principle is a plus
  • Launching and iterating quickly and using data Good communication, presentation, influencing, and relationship-building skills
  • Team player, critical thinker, and problem-solving skills



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