Client Services CX Analyst (AI/ML)

Location: Pasay, Manila, Philippines; at least 3 days in the office

Company

hirify.global is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and government entities.

What you will do

• Support Client Experience Net Promoter Score (NPS) survey initiatives in partnership with Client Services, Go-to-Market Services, Client Care, regional leaders, technology teams, and survey vendors.
• Analyze data and provide actionable insights to improve NPS survey management and response rates.
• Manage projects, address issues, and lead process improvements.
• Develop executive communications that clearly explain the state of Client Experience surveys.
• Contribute to AI and machine learning projects focused on improving customer experience.

Requirements

• At least 2 years of work experience with a bachelor's degree or an advanced degree.
• Experience with project and time management, process improvement, goal setting, and independent ownership of outcomes.
• Experience with team building, coaching, performance management, and delegating responsibilities.
• Experience managing relationships with key stakeholders and peers, as well as developing content and maintaining knowledge documentation.
• Experience with documentation and knowledge management tools.
• Ability to work in the office at least 3 days per week, with the schedule confirmed by the hiring manager.

Nice to have

• Expertise in data analytics using AI and machine learning models.
• Python skills for production-quality machine learning code, including clean, testable, and modular development.
• Knowledge of data structures, algorithms, computational complexity, and SQL for data extraction, joins, and feature pulls.
• Experience building or maintaining data pipelines for machine learning workflows.
• Experience with content standards, style guides, templates, and assessing the impact of product changes on business processes and knowledge.

Culture & Benefits

• Work on payments technology used across more than 200 countries and territories.
• Collaborate with cross-functional business, technology, leadership, and external survey teams.
• Contribute to initiatives designed to improve customer experience at scale.
• Work in an environment focused on innovation, ownership, adaptability, and measurable impact.