Senior Business Analyst - VOC

Select how often (in days) to receive an alert:

Date:
Jan 5, 2026

Location:

New York, NY, US, 10004

Company:
Popular

Workplace Type:
Hybrid

Popular Bank is seeking an analytical, detail-oriented, and proactive Senior Business Analyst to help lead our enterprise Voice of Customer program. This individual will play a critical role in transforming customer feedback into actionable insights through comprehensive root cause analysis, data extraction, and cross-functional collaboration.

• Lead root cause analysis of customer feedback, identifying trends, patterns, and systemic issues to drive organizational improvements.
• Extract, aggregate, and analyze customer feedback data from multiple sources including  boards, CRM systems, and various data repositories.
• Partner with stakeholders across Compliance, Operations, Technology, and Product Business Units to gather context and validate findings.
• Build dashboards, scorecards, and reporting tools to track complaint trends, resolution times, systemic issues and emerging risk areas.
• Translate complex data findings into clear, actionable recommendations for leadership and cross-functional teams, identify process improvement opportunities and recommend system enhancements to improve data collection and analysis capabilities.
• Support the development of training materials and best practices based on Voice of Customer insights.
• Collaborate with Business Intelligence and Data teams to enhance data quality and accessibility.
• Ensure the program aligns with regulatory requirements, brand standards, and customer experience goals. Monitor the impact of changes and refine the program to ensure it remains effective and relevant.
• Respond to requests from audit, compliance and other internal and external parties as needed.

• A minimum of 2 years’ experience as a Business Analyst, Process Improvement or Project Manager or similar in Financial Services.
• Bachelor’s degree in Business, Finance, Operations or related field.
• Proven experience with data extraction, manipulation, and analysis from multiple data sources and platforms.
• Comfortable managing multiple priorities and deadlines in a fast‑paced environment. Strong proficiency in  or similar project management/workflow tools.
• Excellent analytical and problem-solving skills with demonstrated ability to identify root causes and trends from complex datasets.
• Strong written and verbal communication skills with ability to present findings to stakeholders at all levels.
• Experience working in cross-functional teams and building collaborative relationships to achieve objectives.
• High attention to detail and commitment to accuracy.

Preferred Requirements:

• Understanding of regulatory compliance requirements in financial services.
• Knowledge of consumer and commercial banking products.
• Background in regulatory reporting or compliance documentation.
• Familiarity with survey platforms, VOC tools, or customer feedback systems.
• Experience designing and building dashboards in Power BI, Tableau, or similar performance‑reporting tools.
• Proficient in AI-related tools such as ChatGPT/Claude/Copilot.
• Proficiencies in advanced prompt techniques such as one-shot/two-shot/zero-shot prompting.

Our base salary for this position located in New York generally ranges between $ and $ annually, depending on business need and on your qualifications and experience. Base salary does not include incentive compensation, commission, or any other type of remuneration or benefits.

In addition to salary, Popular's well‑rounded benefits package for regular full‑time and part‑time employees includes a comprehensive health plan, flexible time off options, and savings and investment plans. Seasonal/temporary employees are not eligible for these benefits.

Important:
The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

Our hybrid workplace model is a flexible benefit designed to support the evolving needs of our organization and team members. As priorities and circumstances change, work arrangements may be adjusted to ensure alignment…