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

The main goal of the team is to be the voice of the customer to make sure processes are customer-centric.

As a Customer Experience Acquisition Analyst, you 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 both NTB and ETB customers to drive volume and CSAT

How you'll contribute

  • Draw reasonable conclusions from a set of information, and discriminate between useful and less useful
  • Collect and analyze customer behavior through studies, field visits, surveys, interviews, benchmark
  • Partner with other departments to build requirements and execute/launch enhancements.
  • Create and utilize customer-centric tools such as customer journey maps to identify pain points
  • Drives NTB and ETB 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.
  • Will work closely with the cross-functional team to make sure deliverables are set in a timely man

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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