The Digital Operations VoC Analyst will leverage qualitative tools and research methods to provide actionable insights that drive future digital experience improvements, optimize current experiences and assist in achieving business goals.
The qualified applicant will drive root cause analysis by working to interpret customer feedback and take action negotiate prioritization of the improve the usability, usefulness, and desirability of the website to meet customer needs. The ideal candidate should have strong e-commerce experience in qualitative customer research with attention to detail, adaptable to change and tight deadlines, and is focused on quality. • Sourcing of VoC data from multiple sources (i.e OL, Foresee, Tealeaf, Chat) and distilling information into actionable strategic insights. • Measuring themes weekly to identify trends and negotiating prioritization of recommendations to appropriate teams to address issues or opportunities identified in research. • Partner with internal groups to incorporate insights in current projects in queue and/or to create new projects for optimization. • Leverage tracking and measurement impacts of insights to drive business goals. • Active listening of verbatim customer feedback for trends and sentiment on digital experiences and promotions. • Conduct surveys and/or VoC analysis for key product launches. • Present insights to appropriate teams, drive implementation dates and track performance improvement post implementation. • Conduct competitive analysis and review secondary data sources. • Maintain in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices. • Leverage partnerships with other team members to provide holistic view of customer experience and plan of action to address issues and opportunities identified through research. • Self manage all research/testing projects as assigned in requested timeline. • Other duties as assigned, including analysis of usability testing research and/or quantitative data sets. • Qualifications Required: • relevant experience in qualitative research and analysis, or similar role in a professional environment. • e-commerce experience. • Self-starter who is comfortable with minimal day-to-day guidance and independently managing deadlines. • Exhibit strong problem solving, analytical, and critical thinking skills with the ability to make sound recommendations and decisions based on data and prior experience. • Proven track record of consistently producing deliverables that are well-written and contain helpful information, providing solid and actionable recommendations. • Proven ability to synthesize lots of information and distill it into meaningful data. • Excellent written and verbal communication skills. • Ability to quickly learn and adapt in a fast-paced, highly interactive environment. • Proficient in Microsoft Word, Power Point, Excel, and Outlook. Highly Preferred: • Experience with research tools including Opinion Labs, Foresee, Usertesting.com, Survey Monkey. • Experience within the telecommunications industry. Other: Willingness to work in a fast paced digital environment that requires flexibility of hours/days to support the rigorous release schedule to maintain