Voice of Customer Insights, Senior Analyst

“Service is to teach, to empower, to allow others to achieve their goals and reach their potential”         

–Chris O’Neill, SVP Consumer Operations

What we’ll bring:

·       A work environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.

·       Flexible time off, workplace flexibility, and an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.

·       Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius

·       We are looking for an experienced Voice of the Customer professional or data analyst that is passionate about the B2B customer and has relevant experience with qualitative and quantitative information analysis, data visualization and storytelling.

What you’ll bring:

• Strong sense of ownership, a passion for driving results, a desire to question the status quo and someone who ‘thinks like a customer’
• 4 years of work experience with at least 3 years in a market research or VOC role preferably in a customer experience or loyalty marketing agency or consulting role
• Subject matter expert with strong analytical background and proven track record for structuring and solving problems, drawing conclusions and formulating recommendations. General knowledge of a variety of statistical techniques is preferred, but not required
• Experience in measuring, and tracking NPS and customer satisfaction, including building an insights program, reporting, managing and driving analytical improvements based on survey results and stakeholder feedback
• Experience working across all levels of the organization to achieve multiple objectives leveraging one body of research by tailoring communications and results to different audiences
• Understanding of quantitative and qualitative market research techniques, and ability to determine optimal research approach to meet given objectives
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What we would love to see:

• Ability to plan, organize and prioritize multiple simultaneous assignments real-time, as well as manage to time constraints
• Strong interpersonal skills and an ability to lead change and influence various stakeholders, supported by strong communication, presentation and influencing abilities. Highly collaborative approach to facilitate cross-functional relationship building
• Advanced in PowerPoint, Excel, and Word and experience with data reporting/analysis, data visualization and text analytics tools. Experience with Tableau a plus
• Confident communicator, whether in the subtleties of finding out great observations and insights through meeting users, customers or associates, or in confidently conveying difficult concepts in simple, applicable business terms. You can craft a story using data and analytics, aligned to business problem/outcomes and make recommendations.
• You are organized, proactive, curious, and solution oriented, and are looking for ways to contribute added value. Critical thinker able to toggle between nimble and fast, and deep and rigorous. Entrepreneurial leadership style, with strong tolerance for ambiguity and complex organizational environment

Impact you’ll make:

•  Gather and integrate unstructured data from various listening posts (e.g. surveys, customer events, focus groups, journey maps, etc.)
• Maintain internal and external benchmarking and keep up with industry trends and best practices, implementing changes where appropriate
• Develop, maintain, and monitor a catalog/library of reports. Document processes for automated and on-demand reports
• Collaborate with functional and technical partners on data requirements such as data structure, data flow, dependencies, and data mapping in the context of relational databases
• Define and complete correlations, identify insights and trends from the analysis, and work with leadership to propose additional ways to drive insights. Perform statistical modeling and correlation analysis as necessary
• Craft and tell compelling stories around commonalities and themes found in the VOC data
• Act as a key liaison between marketing, product, Voice of the Consumer, and other team stakeholders, including vendor relationships, to establish a structure for regularly sharing VOC insight
• Prepare compelling reports that visualize the data and associated story in succinct, easy to understand ways focusing on the key insights.
• Share insights with internal stakeholders including senior and executive leadership teams.
• Create and manage key VOC dashboards – tracking and explaining customer experience ratings scores, customer feedback and sentiments, key drivers and other relevant KPIs
• Make an impact on improving customer experience by collaborating, engaging and influencing business and customer experience improvement initiatives
• Responsible for delivering strategic, relevant and actionable insights to inform and shape business and operations decisions and guide our customer experience strategy

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.