Advisor, Retail Channels (Voice of Customer)

The Advisor, Retail Channels (Voice of Customer) analyze customer experience data and performance indicators to generate actionable insights and drive improvements. Blend data analytics expertise with a customer-first mindset to ensure the voice of the customer is represented in operational decisions and service enhancements across the retail channel, optimizing campaigns and customer engagement. Position will be working hybrid based in San Juan, PR.

Main Duties & Responsibilities

Lead customer-centric initiatives, feedback loops, and advocacy programs.

Monitor performance indicators, patterns, and trends to identify opportunities for improving customer experience and service delivery.

Analyze customer feedback and experience metrics (NPS, CSAT, VOC) to develop insights and advocate for improvements.

Identify pain points and research opportunities to address customer needs and satisfaction.

Provide service level insights and support initiatives ...