Senior Customer Experience Analyst

Description

Job Summary: We are seeking a Senior Customer Experience Analyst to lead the bank's Customer Experience strategy, manage communications, and design high-impact experiences. Key Highlights: 1. Lead the bank's Customer Experience strategy. 2. Design and manage end-to-end experiences and customer journeys. 3. Foster a customer-centric culture across the entire organization. If you're looking to enhance your talent with new experiences and challenges that push you to always aim higher—this is your opportunity! Join the best team and make an impact with your talent as a **Senior Customer Experience Analyst**. **Your primary objective will be:** To lead the bank's Customer Experience strategy, managing non-commercial communications, designing high-impact experiences, and promoting initiatives that drive NPS improvement—collaborating closely with multiple departments and stakeholders. **How will you achieve this?** * Define and execute non-commercial communication strategies for key initiatives, ensuring consistency across all touchpoints. * Design and manage end-to-end experiences and customer journeys aligned with business objectives and value proposition. * Lead strategic CX projects—including NPS initiatives—leveraging Voice of Customer (VoC) insights, research, and trend analysis (CX Lab). * Monitor experience, business, and communication metrics, driving continuous improvement plans. * Coordinate and align with key stakeholders (Marketing, Product, Risk, Channels, among others) to ensure prioritization and implementation of initiatives. * Lead strategic forums and cross-functional teams, and present progress and recommendations to various organizational levels. * Foster a customer-centric culture across the entire organization. **What do we require from you?** * Degree in Business Administration, Marketing, Industrial Engineering, or related fields. * Minimum 4 years of experience in customer journeys, CX project management, and metric analysis. * Knowledge of agile/innovation methodologies (e.g., Scrum, Design Thinking). * Advanced English and Microsoft Office skills. * SQL, AWS, or Power BI (preferred). **What do we offer you at Interbank?** An INcredible experience with our flexible work model “Interbank Eres”. Development opportunities: growth paths and upskilling/reskilling tools at Interbank and across all companies within the Intercorp Group. Being part of the digital transformation of one of Peru’s most important companies. Apply now and join a team that always aims higher! At Interbank, we are committed to equal opportunity. All applicants will be considered without regard to ethnic origin, gender, age, marital status, sexual orientation, religion, disability, nationality, or economic condition. Everyone is welcome!