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About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Division: NCR Atleos, Banking Customer Services Team

Title: Customer Communications Analyst

Locations: Cebu

BUS-09-026 - Project Analyst II, Customer Communication

About NCR ATLEOS

NCR Atleos singular focus is on expanding self-service financial access with innovative digital-first tech.

Department Description

The Customer Communications team oversees all customer communication engagement within NCR Atleos. The team works across the enterprise geographically, with the focus of standardizing customer touchpoints and ensuring quality and consistency. The team ensures customer communications are created, brand appropriate, and approved by the correct stakeholders prior to customer consumption. The team also ensures the internal customer facing teams are prepared to support customers with the correct training and documentation. The team creates standardization and processes that ensure the NCR Atleos customer communications are distributed with quality and minimal operational disruption. When there is disruption, the team will partner with the appropriate teams to uncover improvement opportunities and confirm business improvement adoption. The team ensures final problem elimination and improved customer experience.

Description

The position is for a Project Analyst II that will lead customer engagements, customer management as well as create and manage a dynamic customer dashboard. The role, reporting to the Regional, Sr Manager /Executive Director, will work in partnership with internal teams to lead, consult and maintain customer excellence by ensuring we have the appropriate customer engagement and messaging in the following areas:

1. Critical Customer Communications

2. Routine Operational Communications

3. Corporate Customer Responses

4. Root Cause and Preventive Communications

The role will be key in managing and creating new process and practices that deliver customer outcomes at a strategic and transformative level.

KEY AREAS OF RESPONSIBILITY:

• Function as an advocate for all areas in which NCR Atleos engages with customers.

• The project analyst II will manage customer outcomes by partnering with teams across the enterprise including,

but not limited to; Field Services, Customer Success Management, Marketing and Communications, Security, Product, Business Intelligence, IT and Sales.

• Work with appropriate teams when there has been customer impact, ensure internal and external communication updates and ensure systemic issues are solved and improvements are deployed across the enterprise.

• Review the release of relevant collateral, communications, and product releases to ensure consistent quality to the customer and reduce operational impact.

• Adhere to governance structure in place surrounding the Customer Communication Office all relevant stakeholders.

• Must be comfortable working in a cross functional environment.

• Ability to strategically envision solutions and create and publish relevant content for the customer dashboard.

• Possess multi-tasking skills that allows them to assume ownership of ad hoc requests.

• Responsible for cross training on other tool sets to ensure seamless operations including, but not limited to, Gainsight, MyNCR, Salesforce, ServiceNow, Excel, OneNote and Smartsheets.

• Responsible for the creation, reviewing, and sending of content to customers using various tools Gainsight, MyNCR, Salesforce, and ServiceNow.

• Compile customer contact data for internal communication database.

• Competence to work with and keep clean customer data and follow continuous governance around customer data, ensuring that correct customer lists are pulled and accurate for outbound communications.

• Ability to work on a rotational on-call weekend schedule.

BASIC QUALIFICATIONS:

• Associate degree with relevant experience covering customer success or communications.

• 1-2 years customer or communications experience with NCR Atleos Preferred

• Proven clear and concise written and verbal communication skills.

• Initiative-taker that works collaboratively across multiple disciplines and organization.

Has ability to think conceptually and is a resourceful analytical person.

• Customer Success experience and how CS teams operate.

• Strong work ethic and ability to multi-task and manage competing priorities.

• Experience with Customer Success Management tools or a relevant platform.

Preferred Qualifications:

• Experience with Salesforce, Gainsight, MyNCR, ServiceNow, Microsoft office tool, Smartsheets

• Bi-Lingual, English, Spanish, French or German

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.