Sr. Associate/ Lead/ Manager - Customer Advocacy and Reporting

Location

Responsibilities

• Lead the Customer Advocacy and Reporting team to drive business growth through customer insights and data-driven decision making.
• Develop and implement customer advocacy strategies to enhance customer satisfaction and loyalty.
• Design and deliver reports and analytics to stakeholders, using SQL and data visualization tools such as Tableau.
• Handle and respond to complaints filed with regulators on behalf of the bank
• Provide exceptional customer service and support to internal stakeholders, responding to inquiries and resolving issues, escalations in a timely and professional manner.
• Stay up-to-date with industry trends and best practices in customer advocacy and reporting, applying this knowledge to drive continuous improvement and innovation.

Requirements

• 3-12 years of experience in customer advocacy, customer service, or a related field. People management and Stakeholder management experience for Lead and Manager level. 
• Proven track record of success in leading teams and driving business growth through customer insights and data-driven decision making.
• Expertise in SQL and data visualization tools such as Tableau for reporting.
• Strong analytical and problem-solving skills, with the ability to interpret complex data and communicate insights effectively.
• Excellent customer service and communication skills, with the ability to build strong relationships with internal stakeholders.
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects simultaneously.