VOC Analyst

27 نوفمبر، 2022

0 2 2 دقائق

VOC Analyst

الوصف الوظيفي

VOC Analyst – Medallia Certified| UAE

Overview of the role:

The Voice of Customer Analyst would support Al-Futtaim VoC strategy by conducting quantitative research, analysing customer data, and presenting key customer insights. This role will support and manage the Voice of Customer program and associated Net Promoter Score (NPS) – the most important business KPIs. This includes the customer research process including extraction, cleaning, and maintaining customer contact databases, questionnaire design, and administration of in-house survey and analytical tools. This role will work closely with VoC Manager, collaborate with Product, IT, Marketing, and other cross-functional teams across the company to gain an in-depth understanding of AFG strategy and services.

What you will do:-

Description of Accountability:

Promoting NPS engagement across the business; presenting findings at key business forums periodically
Create and present high-quality VoC insight reports with thought-provoking analysis and impactful insights, opinions, and actionable recommendations.
Coach and mentor key research & insight end users across the business to ensure best practices are being employed across all Worldpay sites.
Create innovative ideas to use the VoC technology in ways not recognized or requested by utilizing forward thinking skills and proactive approach with the tool.
Collaborating with Brands, CX Platform support teams, IT team & other cross-functional teams to enhance customer services
Tracking customer experiences across online and store channels, devices, and touchpoints
Proactively work with stakeholders to understand their strategies & research needs
Work with line manager to manage the executional requirements end to end for delivery roll outs, review on business cases on new roll outs across Al-Futtaim Retail
Conduct root – cause analysis of interaction data, identify trends/patterns or correlations.

المهارات

Required Skills to be successful:

4+ Years of Experience working with Medallia CXM platform
6+ Years of experience in Customer Experience, Market Research, Or a related field
Strong analytical skills, proficient at identifying patterns, and hypothesis-driven problem-solving
Strong Project Management & Presentation skills
Advanced knowledge of Microsoft Excel and PowerPoint
Statistical or modelling skills and understanding of related databases, CRMs.
Ability to maintain a global mind set with strong collaboration approach with peers and stakeholders
Excellent knowledge of Customer Experience principles, CX metrics, CX related analysis
Good analytical skills, creative problem solver, excellent communicator
Flexible and able to adjust to changing priorities or requirements in a fast-paced environment
Ability to change approach and/ or methods to best fit the situation/audience
Great organizational and time management abilities