Voice of Customer Analyst

**Voice of Customer Analyst** - Madrid, Spain**

Do you thrive on working in an environment where the customer is a top priority? Are you keen on analyzing and interpreting customers’ feedback in order to level up the quality of the services? Are you interested in joining a brand-new team, and a business that’s on the move? If so, then it’s time to join Western Unions’ new Digital Banking Hub.

**Western Union powers your pursuit.**

Our overall objective when serving customers is to provide excellent service with empathy, quality, and speed. Some of the issues our customers encounter require more specialized expertise to deliver on these 3 attributes. The main purpose of this role is to analyze and synthesize all the feedback, comments, and learnings from how we engage with our customers so that Western Union Digital Banking can continuously evolve its products, services, communications, and processes to meet (and exceed) our customers’ needs. This will be primarily through the feedback coming through our customer service call centers but will also include other forms.

**Role Responsibilities**
- On a daily basis, analyze all communications between Digital Banking customers and Western Union to identify themes and trends.
- Synthesize customer feedback and insights into actionable recommendations and changes to product, processes, communications, etc.
- Regularly interview customer service representatives and conduct surveys to identify the highest priority customer feedback, such as areas of the product that may need enhancement or additional features customers would like to see.
- Maintain a prioritized inventory of recommendations.
- Manage implementation of highest priority initiatives in inventory.
- Build and maintain reporting on customer feedback received (i.e., a holistic voice of customer report) as well as implementation of initiatives.
- Work with Quality Assurance (QA) teams to provide additional feedback and recommendations on quality improvement.

**Role Requirements**
- Experience in customer research, survey creation, and/or marketing background would be considered as a great advantage.
- Demonstrated ability to manage and communicate with stakeholders at various levels internally and externally.
- Strong English business language skills.
- Organizational and project management skills with the ability to break large tasks into smaller tasks that can be monitored and tracked.
- Team player with the ability to prioritize workload in line with tight deadlines and under pressure.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few

Your Spain specific benefits include:

- 25 days annual leave - plus 14 public holidays
- Comprehensive life & medical cover - including dependents.
- Contributory pension plan
- Preventative Care Assistance program

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

LI-DD2 #LI-Hybrid