Senior Analyst Escalations, Customer Experience and Root Cause Analysis

Senior Analyst Escalations, Customer Experience and Root Cause Analysis - Quezon City, Philippines
Are you ready to take on a role at the heart of customer satisfaction? Do you enjoy exploring complex issues, identifying the root causes of customer complaints, and delivering meaningful solutions across the customer journey? Then it’s time to join Western Union as a Senior Analyst Escalations, Customer Experience and Root Cause.

Western Union powers your pursuit.

You will be member of the team that plays a crucial role in addressing customer complaints and improving the overall customer experience.

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 (calls, offline research, IVA, Where’s My Money, automated emails, and others).

• Process Analysis: Evaluate existing processes to identify inefficiencies, waste, and rework, recommending improvements to enhance customer satisfaction and operational performance.

• Data Collection & Sampling: Gather and analyze relevant data sets to support investigations and root‑cause validation.

• iCare Reporting: Create, extract, and analyze iCare reports, including Service Level Agreement (SLA) performance reviews.

• Reporting: Prepare and deliver detailed reports summarizing insights from deep‑dives and journey mapping. Perform data collection and sampling to gather relevant information for analysis.

• Conduct call listening and end to end product quality reviews.

• Help outline action plans with stakeholders.

• Support and strengthen relationships with both internal and external stakeholders and process owners.

• Address inquiries based on investigation outcomes and manage internal requests from stakeholders in the Value Stream.

• Handle various offline tasks assigned by operational leaders.

Role Requirements:

• Exceptional customer service orientation.

• Ability to work under pressure and maintain attention to detail.

• Self-motivated with a team-oriented mindset.

• Ability to work in a high collaborative environment.

• This role requires a high level of attention to detail and cross-referencing documentation to identify root causes.

• Strong analytical skills and proficiency in English.

• Intermediate to advanced knowledge of Microsoft Excel - VLOOKUP; Pivot tables; basic formulas and filtering. Word, and PowerPoint.

• Capable of multitasking in a dynamic, fast-paced environment.

• Nice to Have: Lean methodology knowledge or interest. Yellow belt Lean Six Sigma Certification is a plus.

• Problem-solving expertise and experience with tools like Jira, Genesys, iWatch, CTM, iCare.

• Flexibility to work in various shifts, according to business needs.

Work Shift

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your Philippines specific benefits include:

• Paid sick leave and vacation leave

• HMO coverage with dependents from day 1 of employment, subject to insurer's review

• Hybrid working arrangement

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.