TX Insights Manager
2 weeks ago
About the G Nation: Do you want to take the first step in making Filipinos' lives better everyday Here in GCash, we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba Join the G Nation today
Who You'll Be Working With: If you have a strong background in IT, computer science, or software engineering, and are analytical, technologically savvy, solutions and process-focused, then the team under the Technology & Operations group may be for YOU
This role involves regularly analyzing and reporting metrics related to Total Experience effectiveness, including Customer Satisfaction, Agent Quality Assurance, Operational Metrics, and Channel Metrics. The responsibilities include conducting statistical analyses to identify correlations between metrics, extracting actionable insights for improvement, and driving the implementation of enhancements in collaboration with various teams. Additionally, the role involves assessing the effects of implemented improvements on Total Experience metrics.
1. Regularly analyze & report existing metrics that measure Total Experience effectiveness:
- CX- Customer Satisfaction
- EX- Agent Quality Assurance
- CX/EX- Operational Metrics (i.e. response/reso times)
- UX/MX- Channel Metrics (i.e. page drop offs , CTRs, page views)
2. Conduct statistical analyses to identify correlation between metrics and understand the drivers
3. Extracts actionable insights and identify areas for improvement for each Total Experience facet (including but not limited to process/policy improvements, agent skills/behavior, system/product enhancements, UI, etc.)
4. Drive the implementation of needed improvements in collaboration with various teams
5. Assess effects of implemented improvements to TX metrics
QUALIFICATIONS:
- Bachelor's degree in Industrial/Management Engineering or related field
- At least 2 years experience in process/continuous improvement
- At least 2 years experience in project management
- Exceptionally skilled in data analytics (including data storytelling & visualization)
- Highly proficient in MS Office & Google suite (especially Excel & GSheet)
- Excellent communication skills (written & verbal)
- Preferably with experience in the FinTech or E-commerce industry
- Preferably with experience in statistical analysis and modeling
- Preferably with experience in building dashboards via Google Data Studio
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