Customer Experience and Service Analyst

Description

Position Summary: We are seeking an analyst to analyze NPS and complaints, identify root causes and trends, and propose solutions to improve customer experience and optimize processes. Key Highlights: 1. In-depth analysis of NPS and complaints to identify insights and trends. 2. Lead cross-functional working sessions to propose structural solutions. 3. Drive continuous process improvement and enhance customer experience. We are BNP PARIBAS CARDIF, a multinational company specializing in the distribution of insurance products through third parties, enabling us to maintain close partnerships with our collaborators, with whom we jointly design products and services tailored to the needs of our insured customers. Insurance for an evolving world Join our team! We believe in and actively promote diversity in its broadest sense — gender expression and identity, sexual orientation, age, experience, nationality, ethnicity, language, education, religion, abilities, and work styles — and we value diverse perspectives because we believe they are key to innovation and to building a workplace grounded in trust and mutual respect for all our employees. We believe in equal opportunity for everyone and continuously challenge ourselves to achieve the best results as one unified team. Position Objective: Conduct in-depth analysis of Cardif and Bancaseguros NPS results and complaints to identify root causes, insights, trends, and improvement opportunities. Facilitate cross-functional working sessions and propose structural solutions to reduce recurrence of detractors and complaints, improve processes, and elevate customer experience, in alignment with BNP Paribas Cardif standards. Responsibilities: * Conduct biweekly in-depth NPS analysis to identify case patterns, trends, and insights; simultaneously analyze complaint reasons to link and understand process-related incidents or potential errors; report findings to the Customer Service Manager. * Transform data into actionable insights for strategic decision-making using visualization tools, and communicate findings monthly to the Deputy General Manager and General Manager of the department. * Lead monthly cross-functional working sessions with key departments (Sales, Operations, Claims) as well as with the company’s commercial partners to present analytical findings and jointly develop action plans from involved departments. * Monthly project risk scenarios related to indicator deviations based on analysis, to inform the Manager / Deputy General Manager and proactively implement timely actions to mitigate such risks. * Deliver biweekly complaint and NPS analysis results to the Manager / Deputy General Manager to support data-driven decision-making and drive data- and customer feedback-based process improvement initiatives. * Submit monthly NPS reports to the Manager / Deputy General Manager for dissemination across relevant departments within the company. * Continuously monitor departments responsible for implementing action plans to improve processes impacting complaints and NPS, escalating delays or non-compliance to the Customer Service Management / Deputy General Manager. * Propose digital enhancements to optimize workflow management (e.g., automation of records or processes, digital tracking, etc.). Requirements: * University degree in Business Administration, Industrial Engineering, Economics, or related fields. * Experience in roles related to Customer Experience (NPS, CES, and SAT metrics). * Proficiency in Excel and Power BI. * Knowledge of regulatory entity regulations (desirable)