Customer Experience Insights Senior Specialist (VOC)
Vistaprint
- Taguig City, Metro Manila
- Permanent
- Full-time
- Build a structured set of inputs and reporting to drive customer understanding, including operational customer data, customer survey feedback, data mining, specific market research studies, etc.
- Lead a continuous cycle of customer understanding, issue sizing, and prioritization, and driving through to resolution including impact assessment.
- Use customer feedback and voice-of-customer insights to raise findings in response to defined business goals appropriately.
- Build clear and compelling service enhancement stories that drive action with relevant teams to improve the overall customer experience.
- Maintain strong collaborative relationships with key partners - CARE Operations, Problem Management, Product, Logistics, Marketing, Manufacturing and Pricing
- Use existing, or new, feedback loops to provide business partners with real-time customer reactions to large-scale site changes and/or tests.
- Collaborate with the Analytics team (DnA) as needed to facilitate data capture and input to VoC analysis and insight development.
- Ensure quality and consistency of all supporting data sources when championing an initiative whilst maintaining a VoC plan of initiatives.
- Engage cross-functional partners during the design, implementation, and analysis of VoC data and the creation of dashboards and reports.
- A truly customer-centric demeanor and the unreserved desire to encourage customer dedication and deliver service excellence
- Great teammate with strong collaborative skills and is open to innovative approaches.
- Ability to handle difficult situations and find creative resolutions within defined timeframes
- Excellent project management skills - diligent, Self-motivated, and thorough
- Good stakeholder management and ability to influence
- Good analytical skills and ability to 'tell the story' with data
- Preferable marketing or business-related major, or similar educational background and previous experience in Customer Experience or Product Marketing
- Experience with Agile and Lean