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Language App Voice Talent
Recruited by Latudio 10 months ago
Address Vancouver, WA, United States
Voice Of Customer Analyst
Company | REI |
Address | Seattle, WA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Retail |
Expires | 2023-05-17 |
Posted at | 1 year ago |
What's Cool About This Job
- Engage in dialogue with stakeholders to understand the scope and impact of any potential causes or changes to the customer experience, aiding interpretation of VOC insights.
- Contribute to the development of an enterprise VOC solution, including technical implementation of new VOC platforms/systems/tools, vendor onboarding and management, integration and ongoing data integrity maintenance of the VOC ecosystem. Requires technical/code-level understanding of tools (e.g. Qualtrics, Adobe, Tealium, Lexalytics, Maritz) and data warehouses
- Participate in the processes for Customer Survey Change Control and CX Dashboard Access Control
- Perform regular deep dives and root cause analyses of top customer pain points
- Support VOC team share outs with VOC insights distilled across co-op listening channels, to drive actionable and data-driven recommendations.
- Leverage metrics, feedback, and other data to understand the customer experience, identify pain points, and opportunities for improvement.
- Experience in analyzing unstructured data for rule-based categorization and sentiment analysis, to identify key themes, trends, and insights that will drive action among key partners
- Provides collaborative ad-hoc decision support and represents the voice and needs of customers among internal partners
- Analyze, report, and track information to identify data patterns and customer pain points. Uses multiple sources of data including structured and unstructured customer research, benchmarks, demographics and internal operational data. Experience in analyzing unstructured data for rule-based categorization and sentiment analysis.
- Design and execute effective surveys across VOC platforms
- Technical expertise in digital data analytics and testing tools, specifically Adobe (Analytics, Test & Target) to enable the integration of VOC toolset into ABN testing
- Experience managing all phases of quantitative research design, survey programming, data collection, analysis, and delivery of results. Proven experience in research management.
- Proven experience using survey platforms (such as Qualtrics, business intelligence programs (such as Tableau), and statistical software (such as SPSS) to analyze data. Intermediate to advanced knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and Power Point.
- Effective written and verbal communication skills, including demonstrated ability to explain and defend data analysis at all levels within the organization, including senior leadership. Proven ability to adapt communication style to audience (both written & verbal).
- Works smart by setting effective work goals, establishing priorities, using resources efficiently, meeting deadlines, and proactively keeping others informed of work plans and progress.
- Industry knowledge and Voice of the Customer (VOC) training and/or certification.
- Ability to work independently and efficiently with a minimum of supervision. Ability to proactively manage expectations and work effectively in a collaborative, cross-divisional environment.
- Experience completing in-depth analysis of structured & unstructured customer research data, identifying root cause of customer issues/pain points, and making recommendations on training opportunities, process improvements, and/or technology enhancements.
- High empathy to see the world through the customers eyes. Acts as an advocate for customer in the interest of building a customer-centric culture.
- 2+ years of VOC, customer experience (CX), analytics, data, marketing, or other relevant experience.
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