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Voice of the Customer Specialist

Job Introduction

This position will play a vital role in building a customer-centric culture where journey maps and customer insights are used to base our strategic decisions and investments. Voice of the Customer Specialist perform a mix of job functions:

  • Administers customer satisfaction surveys software.
  • Evaluates and monitors customer interactions to understand customer’s journey and experience.
  • Investigates root cause of problems and analyses trends in order to improve processes, identify training needs and actions needed to prevent same issues in the future.
  • Provides reports and feedback to key stakeholders.

Role Responsibility

  • Manage all feedback from the survey software, including monitoring Dashboard results, administer existing and new surveys.
  • Use data mining tools to collect data for further research and analysis.
  • Knowledge of customer feedback analytics tools (i.e. Confirmit, Qualtrics, Medallia, etc)
  • Work collaboratively with programmers to create tools to collect and analyse data.
  • Design new surveys to measure additional areas of the customer Journey (micro-moments).
  • Update existing and document new customer journeys.
  • Prepare reports and assist in creating presentations and draw conclusions from the data results.
  • Collaborate successfully with cross functional partners (Digital, Marketing, Product Management, customer service team, etc.) to drive changes identified through customer feedback.
  • Performs other tasks as assigned.

The Ideal Candidate

  • Bachelor’s degree in Business, Marketing/Advertising, Market Research, customer analytics, business analytics, MBA preferred.
  • Previous experience 2 years minimum progressive customer experience, customer research, marketing research, customer engagement roles, customer relationship management roles.
  • In-depth knowledge of customer journey mapping and other key customer research methodologies- surveys, first-hand and second-hand research
  • Working knowledge of data analysis and visualization tools, such as Microsoft PowerBI, SPSS, Wincross, Tableau.
  • Functional experience with database and spreadsheet software, such as MySQL and Excel.
  • Experience performing various forms of online research.
  • Currently knowledge of or ability to quickly learn data mining tools and techniques.
  • Significant attention to detail and an ability to quickly spot and fix problems.
  • Intermediate to advanced knowledge of MS Office software; Outlook, Word, Power Point.
  • Basic knowledge of commonly-used concepts, practices, and procedures within the insurance industry is a plus.
  • Bilingual in English and Spanish, speak, read and write in both languages. Portuguese is a plus.

Package Description

** Please upload a copy of your Resume to your application. Applications without a Resume will not be considered **

** Por favor, cargue una copia de su currículum en su solicitud. Las solicitudes sin currículum no se tendrán en cuenta **



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