You will design and build an effective VOC program and be responsible for delivering strategic, relevant and actionable insights to inform and shape business and operations decisions and guide our consumer experience strategy. This is a highly collaborative and consultative role that will oversee all consumer listening posts, detecting, diagnosing and synthesizing trends coming from multiple sources (calls, complaints, social, digital, agents and associates), building survey capabilities, benchmarking performance, and prioritizing where we should be focusing, ensuring a closed loop system.
You will lead and evangelize an agile, analytically-driven methodology that crosses customer and internal operating data to identify root cause of consumer pain points, and signals new opportunities & processes that drive significant improvements in consumer satisfaction, and brand engagement.
You will lead development of consumer insight and identify consumer segments, attitudes, needs, behaviors and emerging consumer trends to provide insight to drive business results.
You will develop and evangelize a clear, comprehensive view of experience drivers and priorities and build a fact bases of knowledge and thought leadership POVs on key business issues/topics and key consumer groups. You will share knowledge broadly across the organization to deepen understanding of consumers. You will continuously raise the bar on insights capabilities and constantly be looking to where we need to go. You will display expertise with current market research tools and methods, and direct market research partners and VOC solution providers to continuously surface innovative approaches to solving problems.
Serve as the VOC insight expert on cross business/ functional teams to inform and drive towards a consistent customer experience measurement approach across touchpoints, functions and businesses.
You will collaborate continuously with Product Design & Development to develop learning agendas and research methodology and approaches that will uncover user needs in order to facilitate product prioritizations. You will also inform optimization practice including A/B and multivariate testing. You will partner with analytical resources to frame analyses on key strategic questions impacting consumer experience strategy and investments and evolve dashboards and measurement of Consumer Experience performance. Reporting to this position will be two VOC consultants.
What You BRING
You have developed a Voice of Consumer Program with closed loop and have experience working with multiple third party providers ensuring they are aligned to our key deliverables. 10+ years of experience (agency or design consultancy experience is a plus) on a broad range of traditional and emerging qualitative and quantitative research techniques and methodologies. You have a genuine passion for data and are expertly capable of developing thoughtful and inspiring insights. You have knowledge and experience of various forms of insights tools and analysis:
surveys, social/listening posts, customer panels, focus groups, ethnographic research, text and voice analytics and have applied the right mix to develop insight. You may have experience with data mining tools, neural network techniques, machine learning procedures.You are driven by empathy and have a deep passion for understanding people and their behavior. You are familiar with the design thinking process.
Over time you will have led various research methods of observing people uncovering deep needs and values.You are a confident communicator, whether in the subtleties of finding out great observations and insights through meeting users, consumers or associates, or in confidently conveying difficult concepts in simple, applicable business terms.
You can craft a story using data and analytics, aligned to business problem/outcomes and make recommendations. Experience with Tableau a plus.You are organized, proactive, curious, and solution oriented, and are looking for ways to contribute added value. Critical thinker able to toggle between nimble and fast, and deep and rigorous. Entrepreneurial leadership style, with strong tolerance for ambiguity and complex organizational environment