VOC Analytics and Systems Specialist

The VOC Analytics and Systems Specialist is a key contributor to the Customer Experience (CX) team, responsible for managing VOC platforms, analyzing customer feedback data, and driving actionable insights to improve customer satisfaction and business outcomes. This role combines technical expertise in VOC tools with strategic thinking and cross-functional collaboration, ensuring customer feedback is seamlessly integrated into decision-making processes.

Job Duties & Responsibilities:

VOC Program Administration

• Lead the setup, management, and optimization of VOC platforms (e.g., Qualtrics, Medallia).
• Design and deploy effective surveys, ensuring alignment with business objectives and customer feedback best practices.
• Oversee data collection processes, ensuring data accuracy, consistency, and compliance with privacy regulations.

Customer Insights & Analytics

• Analyze customer feedback to identify trends, pain points, and improvement opportunities.
• Transform data into actionable insights and deliver recommendations to enhance the customer journey.
• Develop predictive models and benchmarks to inform strategic business decisions.

Training & Enablement

• Design and facilitate training sessions to enable internal teams to effectively use VOC tools.
• Empower teams to interpret insights and integrate customer feedback into workflows.
• Act as a subject matter expert and advocate for customer-centric practices across the organization.

Dashboard Development & Reporting

• Create and maintain dynamic dashboards and reports to track key CX metrics such as NPS, CSAT, and CES.
• Present findings to leadership and cross-functional teams, ensuring data is actionable and aligned with organizational goals.
• Collaborate with analytics teams to improve reporting automation and scalability.

Stakeholder Collaboration

• Partner with marketing, sales, product, and service teams to align VOC insights with business objectives.
• Support cross-functional initiatives by providing data-driven recommendations that address customer needs and business priorities.

Continuous Improvement

• Evaluate and refine VOC programs and processes regularly to meet evolving customer expectations.
• Stay updated on industry trends, tools, and best practices to enhance program effectiveness.
• Conduct benchmarking and competitive analysis to identify opportunities for differentiation.

Industry Expertise (Preferred)

• Leverage knowledge of the packaging technologies industry to contextualize insights and deliver tailored recommendations.
• Stay informed of industry trends to help anticipate customer needs and competitive dynamics.

Qualifications:

Experience

• 3 years of experience managing VOC platforms (e.g., Qualtrics, Medallia, or similar).
• Strong background in customer insights, analytics, and survey methodologies.
• Experience in the packaging technologies industry is a plus.

Skills

• Proficiency in VOC platform configuration, data analysis, and dashboard development.
• Exceptional storytelling skills to translate data into compelling and actionable recommendations.
• Strong training and facilitation skills to engage and empower cross-functional teams.
• Deep understanding of customer experience metrics (NPS, CSAT, CES) and industry benchmarks.

Tools & Technology

• Expertise in VOC platforms (e.g., Qualtrics, Medallia) and data visualization tools (e.g., Tableau, Power BI).
• Experience with CRM systems (e.g., Salesforce).
• Familiarity with data analytics software and predictive modeling techniques is a plus.

Other Misc.

• Always sell the Viking Value Proposition
• Continuous improvement and industry training upkeep