RCP ANALYST I

Description

Job Summary: We are seeking a professional to conduct Quality measurements, design analytical models to enhance customer experience, and coordinate with teams to report results. Key Highlights: 1. Develop your career in a global and innovative company. 2. Be part of a diverse team and work with multidisciplinary teams. 3. Contribute to responsible, inclusive, and sustainable banking. **Do you want to develop your professional career?** BBVA is a global company with over 160 years of history, operating in more than 25 countries, serving over 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with diverse profiles such as finance experts, legal specialists, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Contract Type:** Regular (Undefined) **What Are We Looking For?** Responsibilities: * Conduct Quality measurements both across the Branch Network and various channels (External NPS), as well as at Headquarters (Internal NPS): Define questionnaires; coordinate databases by segment, product, channel, GD, Risk, etc.; coordinate with external vendors or manage in-house tools to perform analysis; conduct process audits; generate results; evaluate response flows; review and leverage verbatims from measurements; identify new customer pain points; and prepare reports and communicate findings to relevant departments. * Design analytical models that maximize and deepen understanding of our customers’ experience to enable continuous improvement: Identify internal variables within our own measurements for exploitation; identify other variables—either from within BBVA or from external sources—and correlate them with internal data. * Conduct benchmarking measurements (BBVA vs. Competition) of External IReNe: Coordinate with external vendors responsible for obtaining benchmark data; monitor the measurement process, analyze results, audit the process, and generate outputs. * Actively participate in working groups with departments involved in measurements: Share and present key insights derived from survey result processing. * Keep the Quality Portal up to date: Continuously update dashboards for all measurements. * Coordinate with the Holding Quality Team: Generate tracking reports on KPIs related to IReNe measurement results, track tasks and/or objectives, and implement Holding Quality initiatives locally. * Prepare and deliver Quality measurement reports as required (e.g., pilots, initiatives to be implemented, etc.). * Other duties assigned by your immediate supervisor. Requirements: * Bachelor’s degree in Industrial Engineering, Business Administration, or related fields. * Experience performing similar functions with a focus on process and service model design. * Experience in project management and continuous improvement methodologies. * Strong analytical skills for handling metrics and reporting. **Responsible Banking** --------------------- Our responsible banking model **aims to build a more inclusive and sustainable society.** Because the future of finance is financing the future. We began with the spirit of helping others make the best financial decisions. That spirit remains today and drives us forward—prioritizing innovation and digital transformation—and making the opportunities of this new era accessible to everyone. **Diversity** -------------- At BBVA, we believe that having a **diverse team** makes us a better bank. For this reason, we **actively support diversity, inclusion, and equal opportunity**, regardless of race, gender, age, religion, sexual orientation, gender identity, gender expression, among others. We cultivate a collaborative and inclusive work environment that enables each person to bring forth their best self. **Our Values** -------------------- **Our values define our identity** and serve as the driving force behind achieving our purpose, guiding all our actions and decisions. **Legal Requirements** If the position you are applying for is located outside the country where you currently reside, you may need to obtain a visa and/or work permit and/or residence permit, as well as comply with any other requirements mandated by local labor and immigration regulations or applicable professional regulations for the position in that country. In the event you are selected as the final candidate, BBVA may assist you in processing the corresponding permit/visa, with the understanding that if, for any reason, (i.) the relevant visa and/or work permit and/or residence permit is not issued, or (ii.) any other requirements mandated by local labor and/or immigration and/or professional regulations applicable to the performance of the role in that country are not met, you will unfortunately be excluded from the position. Likewise, if you already hold a visa and/or work permit and/or residence permit for the relevant country, please indicate so when applying for the position.