- Responsible for the VoC program/report for the Brandwatch org – ensuring actionable insights, and establishing channels of comms with various stakeholders across the org.
- Responsible for maintenance and development of CX dashboards (SFDC and Gainsight) to inform priorities and improve GRR
- Manage a team member who will support you with day-to-day analytics requests from the CX org and be responsible for the quality and volume of the feedback to the VoC programme.
Qualifications & Competencies
- Minimum of 5 years of professional experience in a related field, ideally in B2B SaaS
- Experienced in stakeholder management and stakeholder communications.
- Experience with data visualisation tools to create reports and dashboards, able to articulate complex concepts in a clear and concise manner
- Effective planning and organizational skills
- Proficient in decision-making, analysis, and problem-solving, with the ability to multitask
- Experience working in a highly collaborative, dynamic, and team-oriented work environment
- High level of general technical understanding
- Understanding of best practice business processes
- Easily adopts to new technology
- Problem solving capabilities, attention to detail, data handling skills
- Excellent communication and interpersonal skills, including ability to build and maintain positive working relationships with team members, internal customers, high-level staff and external vendors, strong customer service orientation, good writing skills, ability to communicate technical issues to non-technical audiences
- Understanding of user experience
- Experience of working with large volumes of data
- Experience training and supporting users
- Knowledge of scripting languages (e.g., SQL) preferred
- Experience with Salesforce preferred
- Proficient in MS Office (primarily Excel)
- Experience in Customer Experience measurement preferred
- Experience with a VoC tool preferred
- Proven ability in driving awareness and understanding of customer experience opportunities - someone who can explain both the ‘what’ is happening and the ‘why’ it is happening.
