Senior Business Analyst - VOC

Date: Jan 5, 2026

Location:

New York, NY, US, 10004

Company: Popular

Workplace Type: Hybrid

Senior Business Analyst - VOC

Sales Enablement & Marketing Operations

Popular Bank is seeking an analytical, detail-oriented, and proactive Senior Business Analyst to help lead our enterprise Voice of Customer program. This individual will play a critical role in transforming customer feedback into actionable insights through comprehensive root cause analysis, data extraction, and cross-functional collaboration.

In this position, you will:

• Lead root cause analysis of customer feedback, identifying trends, patterns, and systemic issues to drive organizational improvements.

• Extract, aggregate, and analyze customer feedback data from multiple sources including Monday.com boards, CRM systems, and various data repositories.

• Partner with stakeholders across Compliance, Operations, Technology, and Product Business Units to gather context and validate findings.

• Build dashboards, scorecards, and reporting tools to track complaint trends, resolution times, systemic issues and emerging risk areas.

• Translate complex data findings into clear, actionable recommendations for leadership and cross-functional teams, identify process improvement opportunities and recommend system enhancements to improve data collection and analysis capabilities.

• Support the development of training materials and best practices based on Voice of Customer insights.

• Collaborate with Business Intelligence and Data teams to enhance data quality and accessibility.

• Ensure the program aligns with regulatory requirements, brand standards, and customer experience goals. Monitor the impact of changes and refine the program to ensure it remains effective and relevant.

• Respond to requests from audit, compliance and other internal and external parties as needed.

To be considered, you will need:

• A minimum of 2 years' experience as a Business Analyst, Process Improvement or Project Manager or similar in Financial Services.

• Bachelor's degree in Business, Finance, Operations or related field.

• Proven experience with data extraction, manipulation, and analysis from multiple data sources and platforms.

• Comfortable managing multiple priorities and deadlines in a fast-paced environment. Strong proficiency in Monday.com or similar project management/workflow tools.

• Excellent analytical and problem-solving skills with demonstrated ability to identify root causes and trends from complex datasets.

• Strong written and verbal communication skills with ability to present findings to stakeholders at all levels.

• Experience working in cross-functional teams and building collaborative relationships to achieve objectives.

• High attention to detail and commitment to accuracy.

Preferred Requirements:

• Understanding of regulatory compliance requirements in financial services.

• Knowledge of consumer and commercial banking products.

• Background in regulatory reporting or compliance documentation.

• Familiarity with survey platforms, VOC tools, or customer feedback systems.

• Experience designing and building dashboards in Power BI, Tableau, or similar performance-reporting tools.

• Proficient in AI-related tools such as ChatGPT/Claude/Copilot.

• Proficiencies in advanced prompt techniques such as one-shot/two-shot/zero-shot prompting.

Base Salary & Benefits

Our base salary for this position located inNew York generally ranges between $126,000.00and$138,000.00 annually, depending on business need and on your qualifications and experience. Base salary does not include incentive compensation, commission, or any other type of remuneration or benefits.

In addition to salary, Popular's well-rounded benefits package for regular full-time and part-time employees includes a comprehensive health plan, flexible time off options, and savings and investment plans. Seasonal/temporary employees are not eligible for these benefits.

Important:The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

Our hybrid workplace model is a flexible benefit designed to support the evolving needs of our organization and team members. As priorities and circumstances change, work arrangements may be adjusted to ensure alignment with organizational goals and employee well-being.

ABOUT US

Popular is Puerto Rico's leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.

As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular's employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

If you have a disability or need more information about requesting an accommodation, please contact us [email protected] email inbox is monitored for such types of requestsonly. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

Are you ready for a rewarding career?

Popular is an Equal Opportunity Employer, including Disability/Vets. Popular is a Drug Free Workplace

Learn more about us at and keep updated with our latest job postings at

Connect with us!

LinkedIn ( | Facebook ( | Twitter ( | Instagram (

If you are a California resident, pleaseclick hereto learn more about your privacy rights.