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Customer Insights Analytics Manager

Company: HS Ad North America
Location: Englewood Cliffs
Posted on: November 23, 2022

Job Description:

Voice of Consumer Manager: Seeking a Manager to join the Voice of Consumer (VOC) Insights team. Individual will help uncover the "why" behind Consumer behaviors by studying and understanding Consumer feedback and Industry Trends. Positon will support management of internal/external CX & VOC tools such as Qualtrics XM Discover (fka Clarabridge), Qualtrics Engaged and Sprinkr. Individual should be self-motivated and data curious to uncover actionable opportunities from quantitative and qualitative data extracted from VOC platforms. This position will report to Insights VOC Sr. Manager.

  • Administrative Power User of Qualtrics XM Discover responsible for platform maintenance, request governance and support to Business Users
  • First level of engagement with Business stakeholders utilizing VOC platform OmniVOX, support inquires
  • Support stakeholders' OmniVOX feedback process, managing appropriate turn-around time and tracking issue and noting resolution
  • Leverage Qualtrics Engage to implement new surveys/listening outposts for additional consumer feedback
  • Collect and analyze structured and unstructured data throughout the customer journey to proactively identify opportunities and inform strategy and functional operational effectiveness
  • Create a holistic view of customer experience throughout the customer journey
  • Act as the voice of the consumer to raise awareness of key pain points & identify root causes
  • Manage and own business requests for VOC Insights and Reporting. Share analytical data to help inform business strategy decisions across functions - Marketing, Product Planning, Customer Support, e-commerce, etc.)
  • Support Ad-hoc insights requests, utilizing multiple sources to create a holistic story that is data-informed
  • Create weekly Top Trend reporting in collaboration with team members for reporting out to leadership
  • Cultivate business relationships to proactively share insights on products, features, competitive or overall industry trends or consumer behaviors
  • Self-discovery: continuously identify and analyze data sources to raise awareness of new pain points and root causes
  • Help drive self-serve usage and adoption of VOC platforms, allowing real-time access to VOC data
    • BS/MS in Marketing, Social Sciences, Mathematics, Economics, Statistics or Data Science
    • 3+ years of experience in CX/market/brand research in VOC programs
    • Ability to work independently & effectively to complete projects and tasks
    • Experience using customer success software to extract data to create reports
    • Blend of solid quantitative (analytical) and qualitative (insight identification) skills
    • Ability to synthesize data into actionable insights that influence decision-making
    • Intellectually curious and passionate about identifying fresh & unique insights
    • Proficient in the use of CX/VOC Tools and previously worked with (but not limited to) Sprinklr, Clarabrige, Qualtrics, Concentrix, Medallia, Netbase and InMoment
    • Interested in cultivating social media platforms for actionable Insights

Keywords: HS Ad North America, Tenafly , Customer Insights Analytics Manager, Executive , Englewood Cliffs, New Jersey

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