Customer Experience Analyst / Reporting Manager

We are TBC - the leading financial institution in the region, powered by a courageous and goal-oriented team that fulfills our mission and makes people’s lives easier. We are setting a new standard of service using data analytics, artificial intelligence , and digital products. We’re here to support your growth and success - just believe in yourself. The Customer Experience Analyst / Reporting Manager is responsible for providing analytical support to the Customer Experience function through data-driven insights, reporting, and performance monitoring. The role develops and maintains CX reporting frameworks and operating dashboards, analyzes customer and business data to identify trends and improvement opportunities, and supports strategic initiatives across customer segments, products, and channels. Working closely with business stakeholders, Product, Analytics and Data teams, the manager delivers ad hoc analyses for CX projects, gathers and consolidates relevant data (including customer activity, churn, service usage, channel performance and operational metrics), and translates findings into actionable recommendations. The role also contributes to the development of customer experience KPIs, reporting automation, and analytical tools that support fact-based decision making across the organization. Key Responsibilities 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, service quality and operational performance to identify improvement opportunities. Partner with business units and Data/BI teams to gather, validate and consolidate data required for CX projects. Design and continuously improve CX operating metrics and reporting frameworks. Translate complex data into clear insights and management presentations. Support strategic CX initiatives through analytical modelling, trend analysis and performance tracking. Drive improvements in reporting processes, data quality and reporting automation. Strong analytical mindset with advanced Microsoft Excel skills; experience with Power BI, SQL or similar analytical tools is an advantage. Advanced skills for preparing presentations in PowerPoint 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. Experience in banking, financial services or customer experience analytics is preferred. Willingness to learn and work with AI tools and modern technologies TBC processes the personal data of the candidate in order to determine the suitability of the candidate for the vacancy, in accordance with the requirements of the Law of Georgia on Personal Data Protection. Information about the candidate may also be processed to determine the suitability of the candidate for future vacancies. Information about the candidate is stored for a maximum of 3 years. In case you do not want further data processing, want to change or delete data , please follow the link and contact us through the communication channels located at the same link https://tbcbank.ge/en/privacy-policy TBC shares its information with companies included in the TBC Bank Group PLC. Subsidiary companies also ensure personal data processing in accordance with the law. If you do not wish to share your data with TBC Group companies, please contact us at the same link https://tbcbank.ge/en/privacy-policy TBC conducts the candidate selection process in compliance with the requirements of the Law on the Elimination of All Forms of Discrimination and the principles of equal treatment, eliminating discrimination on any grounds. If you observe any signs of discriminatory treatment, you can report the incident and be assured that your notification will be followed by appropriate action. At TBC, you can raise your voice through various communication channels and report an incident either anonymously or openly: Anonymous web form #1 - https://form.jotform.me/tbcbank/anonymous-hotline Anonymous web form #2 - https://app.safecall.co.uk/ka/file-a-report Anonymous hotline - 0800 100 268 Anonymous letter Email - the address and detailed information regarding the anonymous reporting of an incident can be found on the website – Anonymous Hotline We will contact only those candidates who pass the first stage of the selection process and are granted candidate status.