Role Responsibilities
Post Call Survey /Chat Survey /Chatbot Survey and Close Loop.
Process Deployment: Lead the end-to-end implementation of Post Call Surveys across all identified languages, ensuring accurate configuration, localization, and functionality through rigorous testing.
Survey Optimization: Collaborate with analytics and operations teams to refine survey questions and structure, ensuring alignment with customer experience goals and actionable insights.
Dashboard and Reporting: Design and maintain dashboards to visualize Post Call Survey results, enabling real-time monitoring of customer feedback and trends.
Leverage Speech to Text Analytics and Voice of the Customer Techniques to identify our customer’s needs and improvement opportunities.
Subject Matter Expert (SME): Serve as the go-to expert for deep dive analysis and customer journey mapping for escalations and executive complaints. Provide guidance and support to the team on complex issues and best practices.
Training and Development: Conduct training sessions for analysts, ensuring they are well-equipped with the necessary skills and knowledge to perform their roles effectively. Develop training materials and resources to support ongoing learning and development.
Standard Work Maintenance: Regularly review and update standard work procedures to ensure they are current and aligned with best practices. Implement changes as needed to improve efficiency and effectiveness.
Lead and facilitate Problem Solving: Utilize 8 Steps A3 methodology to address and resolve issues impacting our customer's experience. This includes employing tools such as fishbone diagrams and the 5 Whys technique to identify root causes and develop effective solutions. The Specialist will be responsible for documenting the problem-solving process and ensuring that all relevant stakeholders are informed and involved.
Perform deep process mapping: Create detailed process maps to analyze and improve workflows. This includes using techniques such as swimlane diagrams, SIPOC (Suppliers, Inputs, Process, Outputs, Customers) analysis, and spaghetti diagrams to visualize processes and identify areas for improvement. Ensure that these maps are comprehensive and accurately reflect the current state of operations, providing a clear path for process optimization.
Identify and outline key opportunities and action items: Ability to identify and define action items across various departments including Operations, Product, Compliance, and Technology. This involves conducting comprehensive analyses and ensuring that all relevant aspects are considered. Responsible for creating detailed agreements that include due dates and next steps, ensuring that all stakeholders are aligned and is properly report to Sr Leadership.
Lead key project initiatives targeting customer experience improvement: Take charge of projects aimed at enhancing customer experience by utilizing strong project management skills. This includes defining project milestones, outlining next steps, identifying potential roadblocks, and ensuring timely completion of tasks. Be responsible for coordinating with various departments, tracking progress, and making adjustments as needed to achieve project goals.
Role Requirements
Bachelor's degree or equivalent
Lean Six Sigma Certification is a plus
Data analysis
Experience in Speech to Text Analytics and Voice of the customer techniques
You are an impeccable communicator and are resilient.
You have an investigative and fair approach and the ability to resolve problems in and methodical and timely fashion.
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
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.
For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.
Other Details
As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com.
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.
Estimated Job Posting End Date:
04-08-2026This 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.