CX & Business Analyst (Retail & SME Banking) at The Blond HR

Dhaka, Dhaka Division, Bangladesh -

Full Time

Start Date

Immediate

Expiry Date

25 Sep, 26

Salary

417.0

Posted On

27 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Market Intelligence, Competitive Analysis, Customer Journey Mapping, NPS Management, SLA Monitoring, Gap Analysis, Data Visualization, Stakeholder Coordination, Focus Group Facilitation, Excel, Power BI, Looker Studio, PowerPoint, Canva, GenAI Literacy, Business Analysis

Industry

Human Resources Services

Description

A AAA rated national bank is for a data-driven, culturally grounded CX & Business Analyst to bridge the gap between customer expectations and banking realities. If you love dissecting data, figuring out why a customer dropped off an app or left a branch frustrated, and using modern tools to fix it, this role is for you. This isn't a passive role. You will actively influence how Retail & SME banking customers experience our products, working within a structured, formal banking ecosystem that rewards patience, grit, and strategic execution. Tasks Market & Competitive Intelligence: Conduct peer bank analyses across Retail & SME Banking to spot trends and identify positioning opportunities. Journey Mapping & Governance: Analyze end-to-end customer journeys (digital and physical branches), locate bottlenecks, and manage Net Promoter Score (NPS) and TACT feedback loops. Performance & SLA Monitoring: Keep tabs on Service Level Agreements (SLAs) and Turnaround Times (TAT), run gap analyses, and manage Complainant Feedback Surveys. Analytics & Reporting: Maintain sharp, visual CX dashboards and deliver insight-driven reports that help leadership make real-world decisions. Stakeholder & Workshop Coordination: Coordinate across internal teams, facilitate customer Focus Group Discussions (FGDs), and run internal CX awareness sessions. Requirements Department: Customer Experience/Retail Banking Division Experience: 2–3 Years Compensation: As outlined (Officer equivalent salary band) Technical Toolkit (Working/Primary Knowledge is fine, we don't need a coding wizard, we need someone who can utilize tools effectively): Data & Dashboards: Excel / Google Sheets, Power BI, Looker Studio. Presentation & Design: PowerPoint / Google Slides, Canva, Google Forms. GenAI Literacy: Active use of ChatGPT, Claude, or Gemini to accelerate research and drafting. Comfort with formal environments (strict corporate attire, structured hierarchy) and a high level of professional patience. Exceptional tolerance for corporate friction and administrative roadblocks. A strong eagerness to learn complex financial ecosystems. Benefits Standard Benefit package equivalant to the "Officer" band. 🛑 CRITICAL APPLICATION INSTRUCTION - READ BEFORE APPLYING We do not read standard, generic cover letters. Applications sent via standard one-click apply or without the challenge below will be instantly and automatically rejected. To apply, attach as a cover letter the following micro-task in the body of the Letter: The Micro-Task: Identify one friction point you personally experienced or observed in any Bangladeshi retail banking channel (App, Website, or physical branch). The Prompt: Use any GenAI tool (ChatGPT/Claude/Gemini) to brainstorm two practical ways to fix it. The Output: Share a short, maximum 200-word summary of the problem, the 2 solutions, and paste the exact AI prompt you used to get that insight.

Responsibilities

The role focuses on bridging the gap between customer expectations and banking realities through data analysis and journey mapping for Retail and SME banking. Key tasks include monitoring SLAs, managing NPS feedback, and creating visual dashboards to drive leadership decisions.