Customer Experience Analyst

About The Job

The Customer Experience Analyst is responsible for both quantitative and qualitative analyses of Home Credits business data generated from customer feedback gathered through touchpoints and other feedback gathering medium . S/he uses his/her expertise in data design and analytics to help relevant departments to com e up with strategies that target to improve the end-to-end customer journey, increase customer engagement, drive both product acquisition and usage volumes, decrease reputational risk, and spot opportunities for market expansion.

What Youll Do

• Delivers timely reporting requirements to departmental touchpoints , such as but not limited to Customer Verbatim Feedback, NPS, CSAT, Feedback Drivers, Categorization of feedback etc.

• Provides in-depth analysis and interpretation of data in the reports, with deep dive on root cause, trend review, and uses predictive modeling to come up with quantitative reports, and shares the information to relevant departments.
  
  

• Collects data from various data sources in Home Credit, ensures confidentiality, data quality, and integrity, and designs dashboards necessary for data visualization;
  
  

• Recommends and explores potential data points that may be used by Customer Experience Team in coming up with insights that contribute to the over-all data story;
  
  

• Participates in coming up with logic when determining pool of customer’s for data gathering ( i.e contract list for RNPS, TNPS)
  
  

• Works hand-in-hand with the Customer Experience Managers in putting forward qualitative insight on data analyzed, and thus creating stories that reflect the real state of the customers, our market, product and channel performance;
  
  

• Works with fellow data analysts from other departments in ensuring accuracy of data and reports provided;
  
  

• Proactively and immediately flags process gaps and shares with Customer Experience Managers so that corrective measures or change in strategy can be implemented;
  

What You Need To Have

• At least 1 year working experience in data or business analytics is an advantage
• Advanced Skill in Microsoft Excel and advanced logical formulas including macros, data check, logical statements and mathematical calculations;
• Advanced skill in data visualization such as use of graphs, flow charts, and imagery for data design
• Knowledge in current AI solutions that aims to simplify / automate extraction and categorization of customer sentiments.
• With experience in doing qualitative and quantitative market research
• Practical experience and knowledge in Qualtrics and any data scraping tools.
• Can articulate in the English language, both spoken and written;
• Outstanding insight and analytical thinking: can effectively read and interpret information, numerical, and statistical data, drawing logical inferences and providing reasonable recommendations; and being able to anticipate and adapt to customers’ needs in a proactive and strategic manner;
• Strong attention to detail: efficiently and accurately reviewing and summarizing customer experience and marketing data; and staying focused during highly repetitive tasks;
• Strong organizational and time management skills: having strong multitasking skills; being able to work independently and as part of a team in a dynamic, fast-paced environment; being versatile, flexible, and willing to work within constantly changing priorities; and being able to prioritize tasks and responsibilities accordingly.
• Must be a self-starter who is inherently curious and resourceful; does not stop to look for answers if not convinced about the information gathered; always looks for ways to improve ways of doing things, and contribute to the team.
  
  

Job Perks Youll Enjoy

• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 / HMO with dependents
• Access to mental health coverage and wellness partners
• Wellness Leave and Birthday Leave benefits
• Internal Career Mobility
• Opportunity to work and train in our international offices
  
  

Empower Filipinos with innovative financial solutions at Home Credit Philippines. Click Apply Now and join a company where there are #NoSmallRoles and everyone is important.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We’re all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn’t matter where you’re from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.

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