Global Customer Experience Analyst

A Career at HARMAN

As a technology leader that is rapidly on the move HARMAN is filled with people who are focused on making life better. Innovation inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together youll discover that at HARMAN you can grow make a difference and be proud of the work you do every day.

About the Role

This position is within Harmans Lifestyle Audio group Consumer Division and part of the Global Customer Experience team. The CX organization has approximately 1000 personnel across 9 regions consisting of internal and external resources.

In this role you will contribute to the growth of our Voice of Customer Program and Customer Experience Analytics by providing key support to the team. This team analyzes and reports on enduser feedback across regions and channels for product development and functional teams (Ecommerce Marketing Sales etc.. You will support global consumer research projects including enduser focus groups/interviews surveys product and app reviews and social media monitoring.

As part of the Global Customer Experience team you will support our mission of delivering worldclass customer experiences. You will assist with the creation of standardized CX reports and dashboards prepare monthly updates and presentations and monitor Support Site traffic and behavior to identify areas for improvement. You will also support special projects focused on enhancing consumer experiences.

What You Will Do

• Support the Voice of Customer (VoC) Program by collecting and consolidating customer feedback from product reviews surveys social media and focus groups/interviews
• Assist in creating and maintaining CX reports dashboards and monthly updates to share insights with product development and functional teams
• Monitor Support Site traffic and identify opportunities to improve customer experience selfservice resources and usability
• Contribute to Global Customer Experience special projects and initiatives aimed at enhancing and providing worldclass customer experiences

What You Need to Be Successful

• 2 years of experience in a Voice of Customer (VoC) Customer Experience (CX) or market research
• Proven data analysis and reporting skills with the ability to summarize and present findings clearly and concisely
• Ability to manage multiple projects with regular communication with partners stakeholders and internal team
• Strong proficiency in Excel and PowerPoint
• Familiarity with Qlik Analytics or similar (Power BI Tableau etc.
• Familiarity with website analytics like Google Analytics and Content Square or similar
• Strong public speaking and presentation skills
• A proactive and curious attitude with a willingness to learn and grow in the role
• Comfortable working East Coast hours (starting at 6 am PST)

Bonus Points if You Have

• Experience with Voice of Customer data analysis including mining of product reviews designing surveys or end user interview discussion guides and other research
• Experience building dashboards or reports in Qlik Analytics or similar (Power BI Tableau etc.
• Goaloriented selfstarter and able to flex to changing business needs and priorities
• Savvy quickthinking and comfortable in a dynamic fastmoving environment
• Ability to maintain a global mindset with a strong collaboration approach with peers and stakeholders

What Makes You Eligible

• Be willing to travel up to 10 domestic and international travel
• Be willing to work in an office in Northridge CA or Stamford (CT) (Hybrid)
• Be willing to support a global team spanning many countries languages and time zones
• Successfully complete a background investigation and drug screen as a condition of employment

What We Offer

• Flexible work environment allowing for fulltime remote work globally for positions that can be performed outside a HARMAN or customer location
• Access to employee discounts on worldclass Harman and Samsung products (JBL HARMAN Kardon AKG etc.
• Extensive training opportunities through our own HARMAN University
• Competitive wellness benefits
• Tuition reimbursement
• Be Brilliant employee recognition and rewards program
• An inclusive and diverse work environment that fosters and encourages professional and personal development.

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HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.