As the Voice of Employee Analyst, you will join the innovative Voice of the Employee (VoE) analytics program following the successful launch of the Voice of Customer (VoC) platform with our Fortune 100 client. We’re looking for a passionate analyst who has built their career around improving customer experience (CX) and contributing to data-driven decisions. This is a highly exciting and growing team that is at the forefront of analyzing and operationalizing feedback data to build and enhance digital products (e.g., TV apps, streaming platforms). You will be identifying actionable results by analyzing employee feedback data and reporting on the findings. You will also be meeting regularly with product teams/stakeholders to discuss trends in employee feedback and provide recommendations that will determine next steps in moving the needle and ultimately increasing customer satisfaction (CSAT).

Qualifications:

• 1 years of experience analyzing and reporting on customer feedback, insights, and experiences (e.g., Voice of the Customer Analyst, Customer Experience Analyst, Customer Success, etc.).
• Strength in using data analytics and visualization tools such as Excel and Tableau.
• 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 detailed reports to stakeholders and communication cross-functionally with Product and Software Engineering teams.
• Comfortability with managing tickets, following up on escalations, and troubleshooting through tools such as Jira.
• Passionate about the customer experience (CX).
• Effective communicator with written and oral presentations.
• Experience with a SaaS Enterprise Feedback Management or Customer Experience Management platform like Medallia, Qualtrics, or ForeSee 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 on Trello 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 executive reports that provides emerging insights 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: 1 Day Onsite, 4 Days Remote

Benefits: Weekly Paycheck, Holiday Pay, Healthcare Insurance