What are the responsibilities and job description for the CX Insights Manager position at HSAD North America?
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