Global Customer Experience Analyst

About The Role

This position is within Harman’s Lifestyle Audio group, Consumer Division, and part of the Global Customer Experience team. The CX organization has approximately 1000 personnel, across 9 regions consisting of internal and external resources.

In this role, you will contribute to the growth of our Voice of Customer Program and Customer Experience Analytics by providing key support to the team. This team analyzes and reports on end-user feedback across regions and channels for product development and functional teams (Ecommerce, Marketing, Sales, etc.). You will support global consumer research projects, including end-user focus groups/interviews, surveys, product and app reviews, and social media monitoring.

As part of the Global Customer Experience team, you will support our mission of delivering world-class customer experiences. You will assist with the creation of standardized CX reports and dashboards, prepare monthly updates and presentations, and monitor Support Site traffic and behavior to identify areas for improvement. You will also support special projects focused on enhancing consumer experiences.

What You Will Do

• Support the Voice of Customer (VoC) Program by collecting and consolidating customer feedback from product reviews, surveys, social media, and focus groups/interviews
• Assist in creating and maintaining CX reports, dashboards, and monthly updates to share insights with product development and functional teams
• Monitor Support Site traffic and identify opportunities to improve customer experience, self-service resources, and usability
• Contribute to Global Customer Experience special projects and initiatives aimed at enhancing and providing world-class customer experiences
  
  

What You Need To Be Successful

• 2 years of experience in a Voice of Customer (VoC), Customer Experience (CX) or market research
• Proven data analysis and reporting skills, with the ability to summarize and present findings clearly and concisely
• Ability to manage multiple projects with regular communication with partners, stakeholders, and internal team
• Strong proficiency in Excel and PowerPoint
• Familiarity with Qlik Analytics, or similar (Power BI, Tableau, etc.)
• Familiarity with website analytics like Google Analytics and Content Square, or similar
• Strong public speaking and presentation skills
• A proactive and curious attitude with a willingness to learn and grow in the role
• Comfortable working East Coast hours (starting at 6 am PST)
  
  

Bonus Points if You Have

• Experience with Voice of Customer data analysis, including mining of product reviews, designing surveys or end user interview discussion guides, and other research
• Experience building dashboards or reports in Qlik Analytics or similar (Power BI, Tableau, etc.)
• Goal-oriented self-starter and able to flex to changing business needs and priorities
• Savvy, quick-thinking, and comfortable in a dynamic, fast-moving environment
• Ability to maintain a global mindset with a strong collaboration approach with peers and stakeholders
  
  

What Makes You Eligible

• Be willing to travel up to 10%, domestic and international travel
• Be willing to work in an office in Northridge, CA or Stamford (CT) (Hybrid)
• Be willing to support a global team spanning many countries, languages, and time zones
• Successfully complete a background investigation and drug screen as a condition of employment
  
  

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
• Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
• Extensive training opportunities through our own HARMAN University
• Competitive wellness benefits
• Tuition reimbursement
• “Be Brilliant” employee recognition and rewards program
• An inclusive and diverse work environment that fosters and encourages professional and personal development.