Customer experience analystSecurity Bank

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 Analyst, you will be the voice of the customer to make sure processes are customer-centric. This 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 both digital and non-digital experience.
How you'll contribute
Draw reasonable conclusions from a set of information, and discriminate between useful and less useful details to solve problems or make decisions
Promote customer-centric approach through the presentation, works, and CX platforms.
Collect and analyze customer behavior through studies, field visits, surveys, interviews, benchmark studies, online experiments (A/B testing).
Create and utilize customer-centric tools such as customer journey map to identify pain points, findings, and gaps between the customer and internal process.
Partner with other departments to build requirements and execute/launch enhancements.
Execute initiatives base on deadlines and make sure success metrics are met.
Document process updates and makes sure all documents are routed to affected stakeholders.
What we're looking for
Must have 3 years of related experience
With experience conducting research
With experience with qualitative and user-centered design methodologies
Knowledge of UI design principle is a plus
Comfortable launching and iterating quickly and using data
Must have good communication, presentation, and influencing skills