Vacancy expired!
Expand the ability to support the increasing needs of the Digital and Omni teams with respect to customer feedback. Help drive awareness and adoption of insights.
- Closely partner with stakeholders to understand their roadmaps and goals in order to align VOC (Voice of Customer) initiatives
- Move from monthly/quarterly to weekly/biweekly VOC readouts to accelerate insights provided to partners
- Bring analysis of iOS and Google app store feedback under the Digital VOC umbrella
- Enhance survey strategy beyond DIS and feedback tab, in collaboration with CMI and other partner organizations
Must have:
- Sourcing of VoC data from multiple sources (i.e Medallia, Chat, Glassbox, Abode) and distilling information into actionable strategic insights
- Leverage basic and advanced text analytic frameworks to categorize and quantify unstructured data to answer critical business questions
- Work with product and VoC leads to create and refine keyword identifiers for comment classification
- Ensure comment categorization and sentiment tuning are up-to-date and reflect current customer comment set and fall within proper recall and precision tolerances
- Construct and deliver insightful presentations focused on how to improve the customers' Digital experience
- Proactively identify customer friction points and work with other analysts in the behavioral and transactional space to quantify issues and opportunities
- Excellent written / verbal communication and presentation skills, with native English language skills to be able to correctly identify nuance in comments
- Ability to work with and leverage unstructured and structured data
- Proficient use of MS Office/Google Suite and related products and ability to present strategic concepts in Powerpoint/Google Slides
- Bachelor's degree or equivalent work experience in Economics, Marketing, Market Research, Analytics, Computer Science, Statistics, or related discipline
