Analista II – Departamento de Gestión del Servicio

About the role

The Service Management Department of Bancoagricola is seeking an Analista II to design, analyze and coordinate initiatives that enhance the customer experience across all service channels and segments. The role focuses on translating data insights into actionable plans that improve transactional and relational NPS scores for both individual and SME clients.

Key responsibilities

• Analyze customer recommendation studies (NPS Relational, Transactional) and voice‑of‑customer data, presenting findings to process owners.
• Identify root causes of complaints, claims and service gaps, and propose timely solutions for continuous improvement.
• Lead projects aimed at elevating the superior customer experience, including service level enhancements and channel‑specific actions.
• Develop and disseminate tools such as protocols, scripts, FAQs, and communication guidelines to commercial and support teams.
• Monitor and report on key performance indicators (NPS, service levels, operational incidents, PQR, Qflow) to drive holistic process diagnostics.
• Conduct on‑site visits to service channels, support commercial teams in resolving special cases, and ensure appropriate client restitution.
• Collaborate on strategic communication, ensuring tone and language align with segment‑specific needs.

Required profile

• Professional graduate degree (e.g., Business, Economics, or related field).
• Strong analytical mindset with experience in data‑driven decision making.
• Excellent communication skills to convey insights and recommendations to diverse stakeholders.
• Ability to work collaboratively with multidisciplinary teams.

Required skills