Join BBVA as a Customer Experience Business Analyst to enhance customer interactions and drive data-informed improvements in our financial services. Analyze user feedback and business processes to optimize the end-to-end customer journey in a dynamic banking environment.

As a Customer Experience Business Analyst at BBVA, you will play a pivotal role in transforming how our customers interact with our banking services. Your primary responsibilities will include gathering and analyzing customer feedback through various channels to identify pain points and opportunities for enhancement. You will collaborate with cross-functional teams, including product managers, IT, and marketing, to design and implement solutions that elevate the overall customer experience.

In this role, you will conduct in-depth analysis of customer data, create detailed reports and dashboards to visualize trends, and recommend actionable strategies to improve service delivery. You will facilitate workshops and interviews with stakeholders to map out customer journeys and ensure alignment with business objectives. Additionally, you will monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), customer satisfaction, and retention rates to measure the impact of initiatives.

BBVA values innovation and customer-centricity, providing you with the tools and autonomy to drive meaningful change. This position offers exposure to cutting-edge technologies and methodologies in the fintech space, allowing you to grow your expertise while contributing to BBVA's mission of empowering financial well-being for millions worldwide.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3+ years of experience in business analysis, preferably in customer experience or financial services.
• Strong analytical skills with proficiency in data visualization tools like Tableau or Power BI.
• Excellent communication and stakeholder management abilities.
• Knowledge of customer journey mapping and UX principles.
• Experience with CRM systems such as Salesforce.
• Fluency in English and Spanish.

• Competitive monthly salary range.
• Comprehensive health insurance coverage including dental and vision.
• Flexible remote work arrangements with home office support.
• Professional development opportunities and certification reimbursements.
• Generous paid time off and parental leave policies.
• Employee assistance programs for wellness and financial planning.
• Access to BBVA's global learning platform for continuous education.