Role & responsibilities

- VoC Program Support:
- Support the design, management, and implementation of customer feedback collection methods, including, but not limited to, CRM VoC fields and values, surveys, interviews, focus groups, and social listening.
- Coordinate and work with USP teams such as Strategic Customer Development, Quality Assurance, Finance, Service & Support, USP Store analytics, and others, to collect VoC data, KPIs, and customer behavior impacting Customer Experience for further analysis.
- Collaborate with the survey design team on survey questions and deployment to capture additional feedback and KPIs/metrics (such as CSAT, NPS, etc.).

- Data Analysis & Reporting:

- Collect, organize, and analyze VoC data received through various channels (such as surveys, data from applications [Salesforce, Oracle EBS, Chatbot, IVR, CTI, etc.] and USP Store interactions).
- Develop reports and dashboard visualizations to generate insights from the VoC data, to identify trends, barriers/pain points, and opportunities for improvement.
- Monitor reports and dashboards to identify pain points and areas for improvement and alert CSO management.
- Provide support in examining patterns and trends in VoC data, and proactively identify areas where further analysis may be needed to determine factors contributing to certain trends.
- Continuously monitor and evaluate the impact of customer experience initiatives and interventions, using metrics such as NPS,



CSAT, CES, CPS, TAT, RSAT, CSS.

- Program Improvement & Innovation:

- Continuously evaluate and provide suggestions on ways to enhance the collection and utilization of customer feedback.
- Stay up-to-date with industry trends and emerging practices in data and business analytics, customer experience, and feedback mechanisms.

Preferred candidate profile

Education & Experience:

- Bachelors degree in data science, data analytics, business analytics, or a related field.
- 2-4 years of experience in data analytics or related fields, with a focus on VoC programs.

Skills & Competencies:

- Solid analytical skills with the ability to develop reports and dashboards, interpret complex data, and derive actionable insights.
- Excellent communication.
- Proficiency in VoC and CX management tools including, but not limited to, Qualtrics, Salesforce, Adobe Analytics, Tableau, Alteryx desktop, AWS Glue, Python, SQL, and MS Excel. Proven ability to successfully leverage Microsoft Copilot (AI), by crafting effective prompts to identify VoC and CX insights and trends.
- Demonstrated understanding and experience in Salesforce and Tableau reporting and dashboards strongly preferred.
- Strong project management skills with the ability to manage multiple initiatives simultaneously.
- A customer-centric mindset with a passion for improving the customer experience.

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