Senior Analyst Escalations, Customer Experience and Root Cause Analysis

Senior Analyst Escalations, Customer Experience and Root Cause Analysis

Location: Quezon City, Philippines

Overview

Join Western Union as a Senior Analyst in Escalations, Customer Experience and Root Cause. The role focuses on identifying and resolving complex customer complaints, improving the overall customer journey, and driving continuous process improvements.

Responsibilities

• Deep dive on Escalations & Complaints Analysis: Conduct deep‑dive analysis of escalations, complaints, and call‑outs to identify process gaps impacting the customer experience.
• Customer Journey Mapping: Build end‑to‑end customer journey maps to identify touchpoints, pain points, and improvement opportunities across channels.
• Process Analysis: Evaluate existing processes to identify inefficiencies, waste, and rework, recommending improvements to enhance customer satisfaction and operational performance.
• Data Collection & Sampling: G...