VoC Analytics Specialist

Description

Job Summary: Credicorp Capital is seeking a VoC Analytics Specialist to execute the tactical operation of the Voice of Customer (VoC) program and connect insights with business KPIs. Key Highlights: 1. Convert Challenges into Opportunities 2. Connect insights with business metrics 3. Manage closed-loop and CX Economics **Credicorp Capital** invites you to Convert Challenges into Opportunities and become our next **VoC Analytics Specialist**, working within the **Center of Excellence for Strategic Design and Experience** in **Lima, Peru** and **Bogotá, Colombia**. **Mission:** Execute the tactical operation of the Voice of Customer (VoC) program by capturing, cleaning, and analyzing quantitative data with statistical rigor. This role ensures maintenance of the signal ecosystem and its linkage to business KPIs (LTV, retention, deepening, productivity, complaints), enabling experience-related decisions to be evidence-based, defensible, and actionable. **Key Responsibilities:** * Process and analyze NPS, verbatim, PQRS, and passive VoC data. * Connect experience insights with business metrics (LTV, churn, AUMs, productivity). * Lead large-scale measurement campaigns and coordinate with technology vendors. * Centralize and organize customer insights into a searchable repository. * Operate closed\-loop management and the CX Economics framework using data. **Application Requirements:** * Bachelor’s degree or higher in Statistics, Economics, Industrial Engineering, Systems Engineering, or Data Science. * Minimum 5 years of experience in CX analytics or BI; at least 2 years analyzing NPS at scale. * Basic English proficiency (technical reading). * Advanced Excel skills. * Intermediate SQL skills. * Intermediate Power BI/Tableau/Looker skills. * Experience with VoC platforms (Qualtrics, Medallia). * Additional knowledge: Statistical rigor (sampling, confidence intervals), linkage to business KPIs, and data privacy. ***This opportunity is also open to persons with disabilities.***