Product Analyst

As the Fulfillment Analyst for Consumer Products for Latin America and Caribbean (LAC), you will be responsible for ensuring the utmost Customer Experience for both our Clients and End-Consumers. Your goal will be to ensure that we evolve and optimize the value we deliver to our B2B2C customers, and that our value proposition successfully materializes. You will have a hands-on role in monitoring, evaluating, and improving our consumer-facing contact channels and call centers in the LAC region, as well as coordinating the fulfillment of our benefits with the vendors that provide these services.Responsibilities:Identify opportunities on our benefits fulfilment process and develop plans to improve it for the benefit of the business and the CX/UX of end-consumersEstablish KPIs to measure performance and identify optimization opportunities with an omni-channel point of view. Develop plans based on those insights, and carry them out to implementationGather, monitor and improve training materials for call centersAssess potential incentive schemes to train and support customer-facing teamsBring in and implement best practices related to benefits fulfillment processIdentify operational efficiencies to reduce costs and/or increase revenueBe the liaison between Products and Technology/Security teams for pen tests and security scans, while working alongside our key vendors to maintain or improve or applications based on business needsClosely partner with teams in Technology, Product, Security and Client Services to drive successful application implementation and maintenanceCollect and analyze the requirements for new changes to existing technology and business processesLead efforts related to use of new technology tools, process improvements and efficienciesFacilitate third-party vendor audit requirementsThis is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.