JOB DESCRIPTION
We are looking to add to our talent pool a Customer
Insights Expert with 1-3 years of experience. This role will be part of
Customer Insights Team wherein preferred candidate will be taking
Outbound/Inbound calls from customers and record their VOCs.
The ideal candidate must possess strong communication
skills, with an ability to listen and comprehend information and share it with
all the key stakeholders, highlighting opportunities for improvement and
concerns, if any. He/she must be able to work collaboratively with teams to
execute tasks within defined timeframes while maintaining high quality
standards and superior service levels. The ability to take proactive actions
and willingness to take up responsibility beyond the assigned work area is a plus.
Responsibilities
·
Establish cross-functional relationships at the
executive and individual contributor levels across different departments/groups
to develop a customer survey plan that is aligned across organized customer
communications.
·
Identify customer insights and key drivers of
negative and positive customer experience based on analysis of both
relationship (NPS) and transactional (CSat, ESat, Product Reviews) surveys and
other feedback sources. Prepare reporting and presentation for different levels
of management sharing insight and recommendations on changes to potentially
improve product and services.
·
Enable the VoC closed feedback loop process by
identifying tactical and strategic improvement initiatives that create an
overall portfolio of improvement projects; own on-going tracking and refinement
of these projects based on subsequent survey results in collaboration other
stakeholders.
·
Determine appropriate cadence and forums for
sharing VoC results to leadership team to confirm and/or reinforce overall
drivers of the customer experience and provide actionable recommendations for
both product and service improvements.
Essential Skills,
Experience, and Education:
·
Bachelor’s degree in any specialization.
·
Good communication and interpersonal skills.
·
Good knowledge of MS-Office tools (Outlook,
Excel & PowerPoint).
·
Experience in managing and performing in-depth
analytics including combining survey research with transactional data to
perform trend / correlation analysis are required.
·
Excellent verbal presentation and written
communication skills are required including the ability to deliver
presentations to senior and executive management.
·
Able to work on multiple projects simultaneously
with minimal supervision
.
·
Experience working in E-Commerce will be
preferred.
