Demo

CX Insights Manager

HSAD North America
Englewood, NJ Full Time
POSTED ON 1/14/2025
AVAILABLE BEFORE 2/8/2025

VOC Insights Manager


Key Responsibilities

  • Collaborate with stakeholders (eComm, Supply Chain, Marketing, Product, etc.) to understand their business needs and provide actionable consumer insights
  • Analyze qualitative and quantitative data to identify improvement opportunities and work with teams to enhance customer experience
  • Communicate insights clearly through presentations, helping to operationalize the voice of the customer
  • Become proficient in Qualtrics XM Discover for VOC text analytics
  • Develop and maintain NLP text categorization models and perform sentiment tuning for diverse sources of qualitative data
  • Establish standards and best practices for categorization, sentiment and text analysis
  • Help stakeholders use the platform and increase adoption of technical capabilities where possible
  • Conduct regular maintenance and troubleshooting for the platform
  • Promote key platform features through demos and pilot projects


Capabilities/Qualifications

  • Bachelor’s degree from a reputable university
  • 3 years in a technical, consulting, or client-facing role
  • Self-starter with the ability to manage multiple projects in a fast-paced environment
  • Detail-oriented with strong prioritization skills
  • Experience in Market Research, Business Analysis, Data Analysis and/or Linguistic Studies
  • Experience with text analytics and statistical modeling techniques
  • Strong ability to translate data into clear visuals and dashboards
  • Experience collaborating with operational leaders to identify challenges and opportunity
  • Excellent communication skills, both written and verbal
  • Proven analytical skills with a focus on delivering actionable insights
  • Familiarity with software and front-end development is a plus

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