Role: Voice of Employee Analyst
Duration: Long Term Contract (full time hours; chance for perm conversion)
Location: Greenwood Village, Colorado
Hybrid: 1 Day Onsite, 4 Days Remote
Benefits: Weekly Paycheck, Holiday Pay, Healthcare Insurance
As a VoE Data Analyst, you will join the Voice of the Employee (VoE) analytics program and contribute to data-driven decisions of innovative products for our Fortune 100 client. We’re looking for a passionate analyst who has built their career around customer feedback and customer experience (CX). This is a highly exciting team that is at the forefront of analyzing and operationalizing feedback data to build and enhance digital products (e.g., TV/mobile apps, streaming platforms). You will be identifying actionable insights by analyzing feedback data and reporting on the findings. You will also be meeting regularly with product teams/stakeholders to discuss trends in employee feedback, provide recommendations, and determine next steps to move the needle and ultimately increasing customer satisfaction (CSAT).
Qualifications:
- 1+ years of experience analyzing and reporting on customer feedback, insights, and experiences (e.g., Data Analyst, Voice of Customer (VoC) Analyst, Customer Experience Analyst).
- Strength in using data analytics and visualization tools such as Excel, SQL, and Tableau.
- Experience leveraging customer feedback data to drive business decisions and improvements for enhancing customer, employee, and product experiences.
- Ability to analyze qualitative and quantitative data to create clear and compelling reports that drives action.
- Experience creating and presenting detailed reports to stakeholders and communication cross-functionally with Product and Software Engineering teams.
- Comfortability with managing tickets, following up on escalations, and troubleshooting through tools such as Jira.
- Passionate about the customer experience (CX).
- Effective communicator with written and oral presentations.
- Experience with a SaaS Enterprise Feedback Management or Customer Experience Management platform like Medallia, Qualtrics, or ForeSee is a plus.
Responsibilities:
- Review customer feedback on Prism (internal tool) to identify and report out on defects, enhancements, and customer pain points.
- Identify enhancements, defects, and pain points on Trello to improve the VoE Prism Tool.
- Support the development of VoE templates, reports, documents, and materials to improve usability and effectiveness.
- Manage the VoE Chalk page (similar to Confluence) to provide an accessible format for accessing relevant and accurate content.
- Create tickets in Jira to escalate and/or further investigate selected issues.
- Create ad-hoc executive reports that provides emerging insights and perform deep-dives to identify specific types of customer feedback and their impact.
- Populate status reports each reporting cycle with key customer insights/trends and populate associated metrics (customer satisfaction, estimated customer impact, impact to CSAT).
- Lead VoE meetings for assigned journeys each reporting cycle to share findings with associated stakeholders in Product Management and Software Engineering.