Customer Experience Analyst
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Customer Experience Analyst – Vilnius, LT
Are you confident in your ability to interact with a range of internal and external stakeholders on complex product matters? Can you help the team identify better, more efficient ways to work? Join Western Union as a Product Analyst.
Motivated by our values: purpose driven, globally minded, and trustworthy & respectful
We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We’re a team of over 10,000 people spanning 200 countries and territories. We believe when money moves, better things happen.
Relentless pursuit of better
You will play a pivotal role in the Western Union Retail Customer experience, understanding and defining requirements, able to prioritize features, build detailed user stories, sequence diagrams and acceptance criteria, work hand in hand with Platforms organization to define scope for agile sprint development and collaborate with scrum team to ensure CX features delivered accordingly to specifications. You will be responsible for creating the framework for measurement of implemented CX improvements.
You will have extensive CX or Product background to clearly map CX or product value proposition, ensuring its dissemination, ensuring key tools and processes are in place to support continuous improvements to CX. Provide hands-on functionality verification and release signoff.
You will be expected to know and analyze and report on key customer experience metrics, benchmark against industry and global standards and assess the regional competitive marketplace.
For this role, you are graduate in Business or Marketing or Equivalent Degree and 3-4 years in product management, having worked as a CX or Product Analyst. You will have expertise in CX/product analytics and KPI tracking and experience in Agile. You have worked on of product analytics tools like Amplitude Analytics, Quantum Metric, Google Analytics, Power BI, or similar tools. You possess strong expertise in Agile Scrum methodologies. You have ability to effectively communicate business requirements and break down complex problems into steps that drive product development. Experience working in a fast-paced world in a large corporate environment a plus.
Join us, and let’s move money for better
Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It’s an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you’re ready to unleash your potential to help drive change through bottom-up innovation, apply now.
We’re a company on the move, and we want our people to grow and develop. You’ll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.
Inclusion and diversity are fundamental to our culture and success. Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws. We are committed to equal employment opportunity regardless of race, colour, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status, or any other protected category.
Annual base salary gross: 17 765,78 - 31 460,25 EUR
The base salary range represents the low and high end of the Western Union salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, and competencies. The salary is one component of Western Union’s total compensation package for employees. Other rewards and benefits include short term incentives, health insurance (several options to choose from), accident and life insurance, access to the best in class learning and development platforms, flexible work arrangement, to name just a few.
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