Senior AnalystManager Voice of Customer
Senior AnalystManager Voice of Customer
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1 Vacancy
Job Description
We are looking for a smart driven individual to join our Business Operations team as a Voice of the Customer Sr. Analyst/Manager to lead our customer experience platform management. The ideal candidate is a highly analytical individual who will build and manage the strategic roadmap implementation and optimization of customer experience platforms and initiatives that ensure bestinclass customer experiences. Youll work closely with global crossfunctional teams to ensure the timely and successful launch of Voice of Customer projects. Youll collaborate with these crossfunctional teams to identify improvement opportunities focusing on optimizing the platform to streamline processes and utilizing problemsolving to identify solutions. Youll manage relationships with multiple stakeholders across various departments while inspiring the organization to listen understand and act on customer feedback.
Whats great about this role
- This role reports into the Director of Business Operations and will be the lead for our Customer (VoC) platforms.
- Youll be the technical expert and trusted advisor for the enterprise VoC platforms and customer feedback.
- Youll manage maintain and optimize our Qualtrics platform including user accounts permissions systems configurations and data flows.
- Youll partner with regional VoC teams to build the global platform roadmap and vision for Customer Experience solutions.
- Youll provide technical expertise to teams assisting with advanced survey design logic and automation workflows.
- Youll continuously optimize the platform and build AI dashboards to support dynamic research and insights needs.
- Youll train and guide users on best practices to maximize the value of Qualtrics in delivering actionable insights.
- Youll serve as a liaison with Qualtrics support to resolve technical issues.
- Youll provide leadership and mentorship on platform management to operations teams and partner with them to optimize surveys to gain customer insights.
- Youll monitor system performance and identify areas for improvement to ensure a smooth experience.
- Youll manage the implementation for platform features to ensure timely highquality delivery aligned with business objectives.
- Youll coordinate with external providers to manage platform requirements.
- Youll foster a collaborative and highperformance culture within the team.
Youre our ideal candidate if you are:
- Customercentric: you want to create solutions that help us improve our customer engagement.
- Technologysavvy: you enjoy optimizing use of SaaS platforms and supporting nontechnical business stakeholders use technology to find solutions and optimize services
- Highly analytical: you can not only come up with an idea (the whats) but the whys hows and whens with the data to back it up!
- Incredibly detailoriented: you like digging into how complex things work and figuring out how to make them better
- Spy: you like rolling up your sleeves and enjoy in an entrepreneurial environment
- Multitasker: you are able to juggle many tasks within a fastpaced dynamic environment
Qualifications :
- BA or BS required.
- 3 years in an VoC/Qualtrics Platform delivery role or similar managing experience management tools
- Preferred work experience includes top performing management consultants banking/PE analysts or data science / analytics in a leading tech company
- Expertise in survey design data governance and regulatory compliance (e.g. GDPR)
- Strong analytical skills to drive factbased decision making
- Ability to build strong cross functional relationships and present to business leaders
- A strong record of rolling up sleeves for tactical
- Customer journey mapping experience a plus
- SQL / Python / Tableau skills a plus as is an MS in Operations Engineering Business Economics Statistics Data Science Analytics or other advanced degree from a top school
Additional Information :
At SquareTrade youll have access to:
- Medical dental and vision coverage with network optionality to support our dispersed workforce
- HSAs and FSAs
- Open access to mental health benefits including 1:1 therapy coaching sessions and digital resources
- $75 monthly allowance to support selfcare and wellbeing
- Up to 4 company match into 401(k)
- Supportive leave policies including paid parental grieving and loss and domestic violence protected leaves
- Paid Time Off
- Work flexibility
- Talent shares
- Tuition reimbursement
- Learning opportunities
- Hybrid work arrangements
- $80 monthly internet connectivity stipend
- Various corporate perks and discounts
(Colorado Only) Pursuant to applicable law SquareTrade estimates the possible base compensation for this role if hired in Colorado to be within the following range: 85K 115K
Thank you for your interest in a career at SquareTrade. Throughout your job search please be mindful of recruitment fraud.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
