VOC Analytics Lead

Description

Job Summary: Lead the design and operation of the regional Voice of Customer (VoC) system for Credicorp Capital, identifying insights and promoting a memorable experience. Key Highlights: 1. Leads the regional VoC system and NPS management. 2. Articulates customer journey improvement and measures CX Economics. 3. Promotes the design and implementation of memorable experiences. **Credicorp Capital** invites you to Turn Challenges into Opportunities and become our next **VOC Analytics Lead**, working within the **Center of Excellence (CoE) for Strategic Design and Experience** in **Lima, Peru.** **Mission:** Lead the design and operation of Credicorp Capital’s regional Voice of Customer system (NPS, surveys, PQRS, passive VoC, and closed-loop). Identify key insights and levers impacting a memorable experience, visualize results across the organization, and drive critical functions to design, implement, and measure experience within their initiatives/projects. **Key Responsibilities:** * Govern the regional VoC system (NPS, surveys, PQRS, and passive VoC). * Manage the Customer NPS metric and its executive visibility. * Operate reactive closed-loop with respective functional owners. * Lead the annual RFP and vendor management for CX platforms. * Articulate customer journey improvement with Design and measure CX Economics. * Define standards for instruments and questionnaires. * Establish the regional quarantine calendar. * Activate passive VoC (NLP applied to PQRS and channels). **Application Requirements:** * Bachelor’s degree or equivalent in Statistics, Economics, Industrial Engineering, Marketing, or related fields. * Master’s degree in CX, Analytics, or similar is desirable. * Minimum 6+ years of experience in CX/VoC, and/or 2+ years leading enterprise-scale VoC programs. * Intermediate-to-advanced English proficiency (technical reading). * Experience with VoC platforms (e.g., Qualtrics, Medallia). * Advanced Excel skills. * Basic Power BI/Tableau proficiency. * Basic SQL and R/Python knowledge is desirable. * Additional knowledge areas: CX Economics, data protection regulations, NPS 3.0 framework, and Customer Effort Score. ***This opportunity is also open to persons with disabilities.***