Customer Experience Business Analyst

hace 1 semana

Retiro, Argentina BBVA A tiempo completo

**Excited to grow your career?**

BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers.

**About the job**:
En BBVA nos encontramos en la búsqueda de un/a Analista de Experiência de Cliente (CX) para formar parte del equipo que impulsa la transformación del modelo de relacionamiento con nuestras PyMEs. La misión principal del rol será diseñar y optimizar la experiência del cliente en cada punto de contacto y canal, garantizando una gestión omnicanal consistente y la medición continua de la satisfacción.

Tendrá un papel clave en la identificación de oportunidades de mejora a lo largo del journey del cliente, trabajando de manera transversal con distintas áreas del banco para asegurar que cada interacción aporte valor y refuerce la propuesta de BBVA como aliado estratégico del negocio PyME.

Responsabilidades principales

- Diseño de Experiência (CX): Mapear, documentar y optimizar los _Customer Journeys _clave para cada segmento, identificando puntos de dolor y oportunidades de mejora.
- Gestión Omnicanal: Colaborar con los líderes de canales (Digital, Contact Center, Sucursales) para asegurar la implementación del modelo de relacionamiento definido y la coherencia en la comunicación.
- Medición de CX: Administrar y analizar métricas de experiência del cliente ( _NPS, CSAT, CES _), elaborando reportes y planes de acción orientados a la mejora continua.
- Innovación en canales: Investigar e implementar nuevas tecnologías, metodologías o herramientas que potencien la eficiencia y la calidad de la experiência en los distintos canales.
- Benchmark: Realizar análisis comparativos con referentes del mercado para identificar tendencias y mejores prácticas en experiência de cliente.

Perfil requerido

- Formación universitaria en carreras como Administración, Economía, Marketing, Comunicación, Ingeniería Industrial o afines.
- Experiência previa en roles vinculados a Customer Experience, Gestión de Canales, Transformación Digital o Planeamiento Comercial.
- Conocimiento en herramientas de análisis de datos, métricas de satisfacción y diseño de journeys.
- Habilidad para trabajar en entornos colaborativos y transversales.
- Perfil analítico, proactivo y orientado a resultados.

Modalidad y ubicación

- Tipo de contrato: Indefinido (Regular)
- Modalidad: Híbrida
- Ubicación: Torre BBVA - Retiro, CABA
- Jornada: Full time (37,5 horas semanales)

**Skills**:
Bottom Line, Communication, Design, Executive Presenting, Innovation, Omnichannel Management, Structured Query Language (SQL)

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