Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years, including Philippines’ Top Employer, named by Statista, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

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 nationwide, 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 propositions.

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, and online experiments (A/B testing).
• Partner with other departments to build requirements and execute/launch enhancements.
• Drives high aftersales CSAT and value proposition
• Promoting a 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 of experience as a Customer Experience Analyst
• Experience conducting research Knowledgeable with UI design principles 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