Customer Experience Analyst (Fintech)

TL;DR

Customer Experience Analyst (Fintech): Providing analytical support to the Customer Experience function through data-driven insights, reporting, and performance monitoring with an accent on CX reporting frameworks and operating dashboards. Focus on analyzing customer behavior, churn, and service quality to identify improvement opportunities and translate findings into actionable recommendations.

Location: Must be based in Tbilisi, Georgia (Onsite)

Company

TBC is the leading financial institution in the region, setting new standards of service through data analytics, artificial intelligence, and digital products.

What you will do

• Develop and maintain CX dashboards, reports, and performance monitoring tools.
• Conduct ad hoc analyses to support Customer Experience initiatives across segments, channels, and products.
• Analyze customer behavior, activity, churn, and operational performance to identify improvement opportunities.
• Partner with business units and Data/BI teams to gather, validate, and consolidate data for CX projects.
• Design and continuously improve CX operating metrics and reporting frameworks.
• Translate complex data into clear insights and management presentations.

Requirements

• Strong analytical mindset with advanced Microsoft Excel skills.
• Experience in reporting, business analytics, customer analytics, or performance management.
• Ability to work with large datasets and transform data into actionable business insights.
• Excellent problem-solving and stakeholder management skills.
• Willingness to learn and work with AI tools and modern technologies.
• Advanced skills for preparing presentations in PowerPoint.

Nice to have

• Experience with Power BI, SQL, or similar analytical tools.
• Experience in banking, financial services, or customer experience analytics.

Culture & Benefits

• Opportunity to work with a leading financial institution in the region.
• Focus on professional growth and success.
• Environment driven by data analytics and modern digital product development.
• Commitment to equal treatment and non-discrimination.