Popular Bank · 1 week ago
Senior Business Analyst - VOC
New York, NY
Full-time
Hybrid
Mid, Senior Level
$117K/yr - $125K/yr
2+ years expPopular Bank is seeking an analytical, detail-oriented, and proactive Senior Business Analyst to help lead their enterprise Voice of Customer program. This individual will play a critical role in transforming customer feedback into actionable insights through comprehensive root cause analysis, data extraction, and cross-functional collaboration.
BankingFinancial ServicesLending
No H1B
Responsibilities
Lead root cause analysis of customer feedback, identifying trends, patterns, and systemic issues to drive organizational improvements
Extract, aggregate, and analyze customer feedback data from multiple sources including Monday.com boards, CRM systems, and various data repositories
Partner with stakeholders across Compliance, Operations, Technology, and Product Business Units to gather context and validate findings
Build dashboards, scorecards, and reporting tools to track complaint trends, resolution times, systemic issues and emerging risk areas
Translate complex data findings into clear, actionable recommendations for leadership and cross-functional teams, identify process improvement opportunities and recommend system enhancements to improve data collection and analysis capabilities
Support the development of training materials and best practices based on Voice of Customer insights
Collaborate with Business Intelligence and Data teams to enhance data quality and accessibility
Ensure the program aligns with regulatory requirements, brand standards, and customer experience goals. Monitor the impact of changes and refine the program to ensure it remains effective and relevant
Respond to requests from audit, compliance and other internal and external parties as needed
Qualification
Required
A minimum of 2 years' experience as a Business Analyst, Process Improvement or Project Manager or similar in Financial Services
Bachelor's degree in Business, Finance, Operations or related field
Proven experience with data extraction, manipulation, and analysis from multiple data sources and platforms
Comfortable managing multiple priorities and deadlines in a fast‑paced environment. Strong proficiency in Monday.com or similar project management/workflow tools
Excellent analytical and problem-solving skills with demonstrated ability to identify root causes and trends from complex datasets
Strong written and verbal communication skills with ability to present findings to stakeholders at all levels
Experience working in cross-functional teams and building collaborative relationships to achieve objectives
High attention to detail and commitment to accuracy
Preferred
Understanding of regulatory compliance requirements in financial services
Knowledge of consumer and commercial banking products
Background in regulatory reporting or compliance documentation
Familiarity with survey platforms, VOC tools, or customer feedback systems
Experience designing and building dashboards in Power BI, Tableau, or similar performance‑reporting tools
Proficient in AI-related tools such as ChatGPT/Claude/Copilot
Proficiencies in advanced prompt techniques such as one-shot/two-shot/zero-shot prompting
Benefits
Comprehensive health plan
Flexible time off options
Savings and investment plans
Company
Popular Bank
Popular Bank provides mortgage, cash management, credit cards, loans, investments, financial, and banking services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Yanetsy Iturralde Compain, MSHRM
Our People Strategic Partner, VP - South Florida Region
Meenakshi Thanikachalam
Executive Head of Data & Analytics (Chief Data & Analytics Officer)
Recent News
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