Operations
Senior Analyst Escalations, Customer Experience and Root Cause Analysis
Overview
At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.
Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.
Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.
Join us as we go beyond and be part of a team that’s redefining what’s possible.
Senior Analyst Escalations, Customer Experience and Root Cause Analysis – Quezon City, Philippines
Are you ready to take on a role at the heart of customer satisfaction? Do you enjoy exploring complex issues, identifying the root causes of customer complaints, and delivering meaningful solutions across the customer journey? Then it’s time to join Western Union as a Senior Analyst Escalations, Customer Experience and Root Cause.
Western Union powers your pursuit.
You will be member of the team that plays a crucial role in addressing customer complaints and improving the overall customer experience.
Responsibilities
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Deep dive on Escalations & Complaints Analysis: Conduct deep‑dive analysis of escalations, complaints, and call‑outs to identify process gaps impacting the customer experience.
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Customer Journey Mapping: Build end‑to‑end customer journey maps to identify touchpoints, pain points, and improvement opportunities across channels (calls, offline research, IVA, Where’s My Money, automated emails, and others).
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Process Analysis: Evaluate existing processes to identify inefficiencies, waste, and rework, recommending improvements to enhance customer satisfaction and operational performance.
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Data Collection & Sampling: Gather and analyze relevant data sets to support investigations and root‑cause validation.
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iCare Reporting: Create, extract, and analyze iCare reports, including Service Level Agreement (SLA) performance reviews.
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Reporting: Prepare and deliver detailed reports summarizing insights from deep‑dives and journey mapping. Perform data collection and sampling to gather relevant information for analysis.
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Conduct call listening and end to end product quality reviews.
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Help outline action plans with stakeholders.
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Support and strengthen relationships with both internal and external stakeholders and process owners.
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Address inquiries based on investigation outcomes and manage internal requests from stakeholders in the Value Stream.
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Handle various offline tasks assigned by operational leaders.
Role Requirements:
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Exceptional customer service orientation.
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Minimum 1 year of experience in Western Union Ops teams.
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Ability to work under pressure and maintain attention to detail.
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Self-motivated with a team-oriented mindset.
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Ability to work in a high collaborative environment.
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This role requires a high level of attention to detail and cross-referencing documentation to identify root causes.
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Strong analytical skills and proficiency in English (B2+ level – C1 desired).
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Intermediate to advanced knowledge of Microsoft Excel – VLOOKUP; Pivot tables; basic formulas and filtering. Word, and PowerPoint.
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Capable of multitasking in a dynamic, fast-paced environment.
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Nice to Have: Lean methodology knowledge or interest. Yellow belt Lean Six Sigma Certification is a plus.
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Demonstrated experience or familiarity with 8 types of Waste and A3 Methodology.
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Problem-solving expertise and experience with tools like Jira, Genesys, iWatch, CTM, iCare.
Work Shift
HYBRID – Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.
BENEFITS AND OTHER DETAILS
Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.
Your Philippines specific benefits include:
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Paid sick leave and vacation leave
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HMO coverage with dependents from day 1 of employment, subject to insurer's review
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Hybrid working arrangement
Other Details
We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.
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Estimated Job Posting End Date:
06-30-2026
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.
Our customer is at the heart of everything we do. Learn more:
Apply Today!
About Western Union
Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.
Western Union Listens
We hold employee surveys through our employee engagement tool, Western Union Listens, benchmarking our results against global peers. We use the results to continually improve our culture and workplace, and encourage managers to review, discuss, and take action on survey findings with their teams.
In 2024, the employee participation rate reached 84%.
Western Union Game Changers Global Recognition Program
Recognition is a critical link to performance, inclusion, diverse ideas, and fostering a workplace where our employees connect, show their appreciation, and feel valued. At Western Union, our recognition is about moments that matter.
Get to know Western Union
As you read some of our employee stories from around the world, we hope you see yourself reflected in the work we do and the people who make up our diverse team.
