Voice of the Customer (VOC) Analyst

Voice of the Customer (VOC) Analyst

Location : Sheboygan, WI

Job Type : Full-time, On-site

Industry : Machinery Manufacturing

Salary : $70-90k

Company Summary :

Our company is a leading provider of automated packaging solutions, delivering cutting-edge machinery to businesses worldwide. With a commitment to innovation, quality, and customer satisfaction, we have expanded rapidly over the past five years. Our team-driven culture fosters collaboration, entrepreneurial thinking, and continuous learning, making us a top workplace in the industry.

Position Summary :

We are seeking a VOC Analytics and Systems Specialist to lead our Voice of the Customer (VOC) program. This role will be responsible for managing VOC platforms, analyzing customer feedback, and driving insights to enhance our customer experience. The ideal candidate will have expertise in CX analytics, data visualization, and survey methodologies, working closely with cross-functional teams to ensure customer-centric decision-making.

Key Responsibilities :

• VOC Program Management : Administer and optimize Qualtrics, Medallia, or similar platforms to collect and analyze customer feedback.
• Customer Insights & Analytics : Identify trends, pain points, and improvement opportunities through data analysis.
• Survey Deployment : Design and execute surveys that align with business objectives.
• Predictive Modeling : Leverage analytics to forecast customer behavior and business outcomes.
• Dashboard Development : Build interactive reports (Tableau, Power BI) to track NPS, CSAT, and CES.
• Training & Enablement : Train internal teams on VOC tools, data interpretation, and customer insights.
• Stakeholder Collaboration : Partner with marketing, sales, product, and service teams to integrate VOC insights into business strategies.
• Continuous Improvement : Stay ahead of CX trends, competitive benchmarks, and industry best practices.

Qualifications :

Compensation & Benefits :

Salary : $70,000 - $90,000