Job Introduction This position will play a vital role in building a customer-centric culture where journey maps and customer insights are used to base our strategic decisions and investments.
Voice of the Customer Specialist perform a mix of job functions : Administers customer satisfaction surveys software. Evaluates and monitors customer interactions to understand customer's journey and experience.
Investigates root cause of problems and analyses trends in order to improve processes, identify training needs and actions needed to prevent same issues in the future.
Provides reports and feedback to key stakeholders. Main Responsibilities Manage all feedback from the survey software, including monitoring Dashboard results, administer existing and new surveys.
Use data mining tools to collect data for further research and analysis. Knowledge of customer feedback analytics tools (i.
e. Confirmit, Qualtrics, Medallia, etc) Work collaboratively with programmers to create tools to collect and analyse data.
Design new surveys to measure additional areas of the customer Journey (micro-moments). Update existing and document new customer journeys.
Prepare reports and assist in creating presentations and draw conclusions from the data results. Collaborate successfully with cross functional partners (Digital, Marketing, Product Management, customer service team, etc.
to drive changes identified through customer feedback. Performs other tasks as assigned. The Ideal Candidate Bachelor's degree in Business, Marketing / Advertising, Market Research, customer analytics, business analytics, MBA preferred.
Previous experience 2 years minimum progressive customer experience, customer research, marketing research, customer engagement roles, customer relationship management roles.
In-depth knowledge of customer journey mapping and other key customer research methodologies- surveys, first-hand and second-hand research Working knowledge of data analysis and visualization tools, such as Microsoft PowerBI, SPSS, Wincross, Tableau.
Functional experience with database and spreadsheet software, such as MySQL and Excel. Experience performing various forms of online research.
Currently knowledge of or ability to quickly learn data mining tools and techniques. Significant attention to detail and an ability to quickly spot and fix problems.
Intermediate to advanced knowledge of MS Office software; Outlook, Word, Power Point. Basic knowledge of commonly-used concepts, practices, and procedures within the insurance industry is a plus.
Bilingual in English and Spanish, speak, read and write in both languages. Portuguese is a plus. Package Description Please upload a copy of your Resume to your application.
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