Shire Jobs

The Advisor, Retail Banking (Customer Data & Strategy) is primarily accountable for the customer experience across all journeys. Responsible for keeping track of customer journeys, designing business processes that positively impact the customer experience and providing advice and guidance on the implementation of changes. Position works hybrid based in San Juan, PR.

Main Duties & Responsibilities

• Map current and future customer journeys across all touchpoints, from account opening, transactions to problem resolution. Identify bottlenecks and implement strategies to make this journey enjoyable and seamless.

• Develop and maintain customer references that serve as tools for customer experience decisions.

• Understand customer needs, preferences and pain points through surveys, internal resource feedback and touchpoint reporting.

• Track and analyze product and channel use, customer and internal feedback, and competitive information to identify enhancements to the consumer experience.

• Coordinate with all internal stakeholders such as product management, sales, marketing, operations, and others, to prioritize efforts, gather input, document requirements to gain approval and execute on implementation of change ensuring a consistent customer experience.

• Serve as a Subject Matter Expert (SME) and advocate for the needs of Oriental's customers to foster a truly customer-centric culture.

• Other duties may be assigned.

Minimum requirements

• Bachelor’s degree in Business Administration, Marketing, Industrial Engineer or related field required.

• Five (5) years of experience in customer experience analysis, eCommerce, digital or retail related experience required. Financial services or banking industry experience highly preferred.

• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.

• Communicates effectively and clearly with a broad range of employees across the organization, as well as external counterparts required.

• Experienced in Visio program and other journey mapping tools required.

• Demonstrated success in a project management role with an emphasis on delivering collaboration solutions to the enterprise.

• Fully bilingual - English and Spanish (verbal and written) required.

• Excellent computer skills, including Microsoft Office (Word, Excel, Power Point) required.

• Analytical, proactive problem solving, organized, detail oriented and able to multitask observing the defined quality standards.

#Li-Hybrid

Oriental is an Equal Opportunity Employer ( EEO Employer / Affirmative Action for Females / Disabled / Veterans )

Recruitment Privacy Statement (https://orientalbank.com/assets/pdfs/recruitment_privacy_policy_statement.pdf)

Compliance Posters

This may be the opportunity to change your life and take your career to the next level.

Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to:

Compliance_Posters / Labor Laws (https://orientalbank.com/assets/pdfs/compliance_posters.pdf)

Recruitment Privacy Policy Statement

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel.

Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables:

Afiches de Cumplimiento/ Leyes Laborales (https://orientalbank.com/assets/pdfs/compliance_posters.pdf)

Política de Privacidad de Reclutamiento