Analyze customer experience data and performance indicators to generate actionable insights and drive improvements. Blend data analytics expertise with a customer-first mindset to ensure the voice of the customer is represented in operational decisions and service enhancements across the retail channel, optimizing campaigns and customer engagement. Position works hybrid based in San Juan, PR. MAJOR DUTIES & RESPONSIBILITIES: Lead customer-centric initiatives, feedback loops, and advocacy programs. Monitor performance indicators, patterns, and trends to identify opportunities for improving customer experience and service delivery. Analyze customer feedback and experience metrics (Net Promoter Score, Customer Satisfaction Score, Voice of Customer) to develop insights and advocate for improvements. Identify pain points and research opportunities to address customer needs and satisfaction. Provide service level insights and support initiatives to improve first contact resolution and overall customer satisfaction. Collaborate with the development and implementation of databases, and analytics strategies to optimize efficiency and quality about the customers experience. Acquire, clean, and interpret data from primary and secondary sources to support decision-making. Collaborate with management and cross-functional teams to prioritize business needs and define customer-focused process improvements. Represent the voice of the customer in strategic discussions and contribute to digital-first and omnichannel strategies. EDUCATION AND EXPERIENCE: Bachelor's degree in project management, engineering, or a related field required. Equivalent combinations of education, training, and experience may be considered. Minimum of 2 years of experience in a data analyst, customer advocacy, or customer experience role; experience in financial services is highly desirable. 2 years of experience in a supervisory role. Fully bilingual – English and Spanish (written and verbal) required. Proficiency in MS Office (Word, Excel, Outlook); knowledge of Power BI, SQL, and other reporting systems is highly desirable. Demonstrated ability to analyze problems, gather and evaluate data, and recommend solutions. Strong communication skills and ability to collaborate effectively with diverse teams and stakeholders. Excellent communication skills and the ability to work collaboratively and effectively with diverse staff, colleagues, and clients. WORK AUTHORIZATION & ELEGIBILITY: Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization. Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization. Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities) Recruitment Privacy Statement Compliance Posters LI-Hybrid