Lead – Customer Experience VOC Specialist

Job Description:

Job description/Responsibilities

• Manage and optimize ‘voice of the customer’ CX feedback program across all platforms
• Manage Closed loop feedback process by using Qualtrics ticket/action planning workflows and help grow awareness of the same
• Capable of end to end survey implementation including analysis
• Identify customer pain points and drive experience improvements by performing text and sentiment analysis.
• Capable of bringing together various research and statistical models such as natural language processing, data mining and text mining,  to integrate customer sentiments with actionable business strategies.
• Link customer experience to business operations (Service metrics, Customer demographics, Org Changes and so on)
• Collaborate with the wider business to continuously improve our customer experience and customer understanding
• Analyze and cascade regular reports on customer insights to drive action and decision making

Skills

• Deep understanding of Qualtrics (Surveys, Custom Dashboards, Text IQ and Ticket workflows)
• Experience in primary research, secondary research and Analytics
• Good understanding of reporting tools, Advanced Excel and statistical analysis (Correlation, Regression and Value/Impact Analysis)
• Sound storytelling skills and ability to create impactful PowerPoint presentations.
• Excellent communication skills (both verbal and non-verbal)
• Excellent client management skills and able to work with multiple stakeholders and teams

Location:

This position can be based in any of the following locations:

Chennai, Gurgaon

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday