Customer Support VoC Analyst

Overview:

As the VoC Analyst in the Worker Operations department, you will be responsible for gathering, analyzing, and leveraging customer feedback to drive improvements in customer satisfaction, loyalty, and advocacy. You will work closely with cross-functional teams, ensuring that our VoC programs align with business objectives and are seamlessly integrated into our existing frameworks. Your role will also include developing and implementing robust customer experience (CX) measurement frameworks, providing actionable insights, and managing the technical aspects of our VoC tools.

Note: Though this is a fully remote position, we are currently not recruiting in the USA or Canada for this role. 

Key Responsibilities:

• Gather customer insights from various channels, including surveys, social media platforms, online reviews, and ratings.
• Collaborate with internal teams to define and refine our Voice of Customer strategy, ensuring it aligns with our broader business objectives and growth goals.
• Partner with cross-functional teams such as marketing, product, and customer service to integrate VoC programs across departments and ensure seamless execution.
• Design and implement comprehensive CX measurement frameworks to track key metrics, including customer satisfaction, loyalty, and advocacy, while identifying areas for improvement.
• Analyze VoC data to uncover trends and generate actionable insights that lead to meaningful improvements in the customer experience. Provide strategic recommendations to stakeholders.
• Provide training, support, and best practices to internal teams on effectively utilizing VoC tools and methodologies.
• Educate teams on how to incorporate VoC feedback into their daily operations.
• Stay up-to-date with the latest VoC and CX trends, tools, and best practices, continuously seeking opportunities to enhance our VoC programs.
• Oversee the technical aspects of VoC tools, including integration with our internal systems to ensure seamless functionality.
• Develop comprehensive documentation for VoC processes, tools, and recommendations.
• Provide tailored training recommendations to supervisors and team leaders based on findings.
• Establish clear communication processes to keep stakeholders informed of current customer trends, emerging patterns, and areas of concern.
• Build a strong personal brand, demonstrating credibility and the ability to influence decision-making across different levels of the organization through strategic insights.
• Analyze how experience changes resulting from new initiatives or process improvements impact customer experience and advocate for necessary adjustments.

Required Experience:

• +3 years in gathering and analyzing customer feedback through multiple channels.
• +3 years in providing training and documentation for VoC programs.
• Strong strategic thinking with the ability to align VoC programs to overall business goals.
• Excellent verbal and written communication skills to present insights effectively to various stakeholders.
• Ability to collaborate effectively with cross-functional teams and influence decision-making at various organizational levels.
• Technical proficiency with VoC tools and experience in managing integrations (e.g., MB systems).
• Knowledgeable about current trends in VoC and CX, and a proactive approach to continuous improvement.
• Strong analytical skills with the ability to translate data into actionable insights.

System Requirements