Specialist, Voice of the Customer (VOC)

Are you interested in joining a purpose-driven company in the music industry? Do you thrive in a collaborative, hybrid work environment? If you do, we would like to get to know you.

THE ROLE

In this role, you will collect, analyze, and interpret user and Member feedback to identify key insights, trends, pain points, and areas of opportunity across our product, internal tools, knowledge resources, and overall user experience. You will partner with the VOC team to drive improvement and resolution, assisting in assessing the performance quality of various functions supporting our Member Experience, maintaining internal and external knowledge resources, and providing support for the optimization of internal tooling.

QUALIFICATIONS

• One year of experience in customer experience, market research, data analysis, or a similar role.
• Proficiency in using survey platforms (e.g., Qualtrics), data analysis tools (e.g., Excel, Power BI), and customer relationship management (CRM) systems (e.g. HubSpot).
• Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to various audiences.
• Strong analytical skills with the ability to interpret data and translate it into actionable insights.
• Strong interpersonal and collaboration skills.
• Experiences of identifying waste in the user journey and removing it. Ability to measure process output and make data-driven suggestions.
  
  

ESSENTIAL RESPONSIBILITIES

AS A MEMBER OF THE VOC TEAM FOR THE MLC, YOU WILL:

• Gather customer feedback from multiple channels, including surveys, support tickets, and interactions.
• Utilize analytical tools and techniques to identify meaningful insights, trends, and patterns within internal and external user feedback data, translating complex data into actionable recommendations.
• Develop and deliver regular and ad-hoc reports summarizing key user insights and recommendations to relevant stakeholders within the VOC team and across the Member Experience organization.
• Partner with VOC team members to share user feedback, insights, and recommendations to drive improvements.
• Track and monitor key performance indicators to measure the impact of VOC initiatives and identify areas for improvement.
• Participate in the Member Experience Quality Assurance program by monitoring and assessing voice, email, and chat interactions based on a set of quality standards as well as attending calibration sessions for the Member Experience functions.
• Support updating knowledge resources. Demonstrate meticulous documentation.
• Assist in optimization, troubleshooting, and testing of internal tooling to improve internal user experience.
• Champion the user and Member perspective to ensure that user needs and expectations are considered in decision-making processes. Demonstrate a focus for realizing and improving the Member experience.
  
  

YOU WILL CHAMPION THE MLC'S CULTURE BY:

• Applying The MLC's Guiding Principles to your work and your behaviors
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• Engaging in a diverse and dynamic team; continuing with personal development
• Inspiring others with your enthusiasm and humility
  
  

THE MLC IS AN EQUAL OPPORTUNITY EMPLOYER THAT COMMITS TO PURSUING, HIRING, AND CELEBRATING A DIVERSE WORKFORCE AND CREATING AN INCLUSIVE ENVIRONMENT. THE MLC DOES NOT MAKE EMPLOYMENT DECISIONS BASED ON RACE, COLOR, RELIGION OR RELIGIOUS BELIEF, ETHNIC OR NATIONAL ORIGIN, SEX, GENDER, GENDER-IDENTITY, SEXUAL ORIENTATION, MARITAL STATUS, CITIZENSHIP STATUS, DISABILITY, AGE, MILITARY OR VETERAN STATUS, OR ANY OTHER CATEGORY PROTECTED BY LOCAL, STATE, OR FEDERAL LAW. THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, TRANSFER, LEAVES OF ABSENCE, AND COMPENSATION.