Senior/Analyst customer Experience

The Analyst Customer Experience will play a crucial role in monitoring and analyzing customer interactions, feedback, and service metrics to uncover trends and identify opportunities for improvement. This full-time, on-site position based in Sawat/Peshawar involves preparing detailed reports and dashboards, supporting the development of customer experience initiatives, and working closely with branch and service teams to enhance overall customer satisfaction. The role requires reviewing customer complaints and queries, recommending process improvements, and ensuring consistent service standards across multiple channels.

Key Responsibilities

- Monitor and analyze customer feedback, interactions, and service metrics to identify trends and areas for improvement.
- Prepare comprehensive reports and dashboards to support decision-making and track performance.
- Collaborate with branch and service teams to implement customer experience initiatives aimed at improving satisfaction levels.
- Review and address customer complaints and queries, providing recommendations for process enhancements.
- Work alongside product, operations, and quality assurance teams to refine customer journeys and improve service delivery.
- Contribute to the development and updating of policies and procedures to maintain high service standards across all customer touchpoints.
- Ensure consistent application of service standards across all channels, supporting a seamless customer experience.

Required Qualifications

- Bachelor’s degree in Business, Finance, Marketing, Economics, or a related field.
- Experience in banking, financial services, or customer experience analytics.
- Proficiency in Microsoft Excel, Business Intelligence (BI) tools, or Customer Relationship Management (CRM) systems.
- Strong problem-solving skills with keen attention to detail.
- Ability to work collaboratively in a fast-paced, branch-focused environment.
- Effective multitasking skills with the ability to meet deadlines and adapt to changing customer and regulatory requirements.

Preferred Qualifications and Benefits

- A master’s degree or relevant certifications in customer experience or data analysis is considered an advantage.

This role offers the opportunity to contribute directly to enhancing customer satisfaction and service quality within a dynamic financial services environment. The successful candidate will be part of a collaborative team focused on continuous improvement and delivering exceptional customer experiences.