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Job Summary: We are seeking a professional to conduct Quality measurements, design analytical models, coordinate benchmarks, and update the Quality Portal, actively participating in working groups. Key Highlights: 1. Develop your career at a global company with over 160 years of history. 2. Work in multidisciplinary and diverse teams, valuing inclusion. 3. Contribute to responsible, innovative banking with digital transformation. **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 where we serve over 80 million customers. We are over 121\.000 professionals working in multidisciplinary teams with diverse profiles, including finance experts, legal specialists, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Employment 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 Head Office (Internal NPS): Define questionnaires; coordinate databases segmented by customer segment, product, channel, GD, Risk, etc.; coordinate with external vendors or manage proprietary tools for analysis; perform process audits; generate results; evaluate response flows; review and leverage verbatims from measurements; flag emerging customer pain points; and prepare reports and communicate findings to departments involved in the metric. * Design analytical models to maximize and deepen understanding of our customers’ experience to enable continuous improvement: Identify internal variables within our own measurements to exploit; identify other bank-related or external data sources and correlate them with internal information. * Conduct benchmarking measurements (BBVA vs. Competition) of External IReNe: Coordinate the external vendor responsible for benchmark collection; monitor the measurement process, analyze results, audit the process, and generate outputs. * Actively participate in working groups with departments involved in the measurements: Extract and present key insights derived from survey result processing. * Maintain the Quality Portal up to date: Continuously update dashboards for all measurements. * Coordinate with the Holding Quality Team: Generate follow-up reports on KPIs for IReNe measurement results, track tasks and/or objectives, and implement local initiatives stemming from Holding Quality. * Prepare and deliver Quality measurement reports as required (e.g., pilots, initiatives to be implemented, etc.). * Perform other duties assigned by your immediate supervisor. Requirements: * Bachelor’s degree in Industrial Engineering, Business Administration, or related fields. * Minimum of 3 years’ experience performing similar functions. * Strong analytical skills for handling metrics and reporting. * **Important: For internal applicants, please ensure your information in Workday is up to date to allow consideration of your application.** **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 bringing the opportunities of this new era within everyone’s reach. **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, and other factors. We foster a collaborative and inclusive work environment that allows each person to showcase their best self. **Our Values** -------------------- **Our values define our identity** and serve as the driving force enabling us to fulfill our purpose and 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, and comply with any other requirements mandated by local labor and immigration regulations or applicable professional regulations for the role in that country. In the event you are selected as the final candidate, BBVA may assist you in processing the relevant permit/visa, provided that if, for any reason (i.) the corresponding 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. Additionally, if you already hold a visa and/or work permit and/or residence permit for the relevant country, please indicate this when applying for the position.
