Voice of Customer Analyst

23 Apr 2024

Vacancy expired!

As the Voice of Customer Analyst, you will support the buildout of the Voice of the Employee (VoE) analytics program following the successful launch of the Voice of Customer (VOC) platform for our Fortune 100 telecommunications client. We’re looking for passionate Analysts who have built their career mission around improving the Customer Experience (CX). This is an exciting opportunity to join a team that will be the first to analyze and operationalize data to improve this organization’s employee experience through digital product optimizations. You will be identifying actionable insights by analyzing employee feedback and reporting on the findings. You will also be meeting regularly with teams/stakeholders to discuss trends in employee feedback, provide recommendations, and determine next steps to move the needle and ultimately increase internal employee customer satisfaction (CSAT).

Qualifications:
  • 1+ years of experience analyzing and reporting on customer feedback, insights, and experience data (i.e., Voice of Customer Analyst, Customer Experience Analyst, Consumer Insights, etc.)
  • Experience leveraging customer feedback data to drive business decisions and improvements for enhancing customer, employee, and product experiences
  • Ability to analyze qualitative and quantitative data to create clear and compelling reports that drives action
  • Experience creating and presenting data reports for Product and Software Engineering teams/stakeholders/executives
  • Comfortability in managing tickets, escalations, and enterprise communications through tools such as Jira
  • Passionate about the customer experience (CX)
  • Effective communicator with written and oral presentations
  • Organizational skills to coordinate multiple tasks and project; must be detail-oriented
  • Accountability and a panic-free approach when faced with critical and time-sensitive issues
  • Must be able to use deep problem-solving skills to unpack issues/questions and develop relevant solutions
  • Medallia is the leading SaaS Enterprise Feedback Management and Customer Experience Management platform used by this organization; experience with Medallia or a similar tool like ForeSee or Qualtrics is a plus

Responsibilities:
  • Review customer feedback on Prism (internal tool) to identify and report out on defects, enhancements, and customer pain points.
  • Identify enhancements, defects, and pain points to improve the VoE Prism Tool.
  • Support the development of VoE templates, reports, documents, and materials to improve usability and effectiveness.
  • Manage the VoE Chalk page (similar to Confluence) to provide an accessible format for accessing relevant and accurate content.
  • Create tickets in Jira to escalate and/or further investigate selected issues.
  • Create ad-hoc reports and perform deep-dives to identify specific types of customer feedback and their impact.
  • Populate status reports each reporting cycle with key customer insights/trends and populate associated metrics (customer satisfaction, estimated customer impact, impact to CSAT).
  • Lead VoE meetings for assigned journeys each reporting cycle to share findings with associated stakeholders in Product Management and Software Engineering.

Duration: Long Term Contract (full time hours; chance for perm conversion)

Hybrid: 3 Days Onsite, 2 Days Remote

Benefits: Weekly Paycheck, Holiday Pay, Healthcare Insurance

  • ID: #49765406
  • State: Colorado Greenwoodvillage 80110 Greenwoodvillage USA
  • City: Greenwoodvillage
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2023-04-23
  • Deadline: 2023-06-18
  • Category: Et cetera