CX & Business Analyst (Retail & SME Banking)

We are looking 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.

• 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.

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.

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:

1. The Micro-Task: Identify one friction point you personally experienced or observed in any Bangladeshi retail banking channel (App, Website, or physical branch).
2. The Prompt: Use any GenAI tool (ChatGPT/Claude/Gemini) to brainstorm two practical ways to fix it.
3. 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.