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Associate Specialist, Voice of Customer & Analytics (Hybrid - Rahway, NJ)

USA - New Jersey - Rahway

Job Description

The VoC Assoc. specialist is part of the Voice of the Customer and Analytics product team in the IT organization. As an Assoc. specialist, you will play a critical role in helping us to understand our customers (company colleagues, internal and external, and other key stakeholders). You will be responsible for designing and conducting VoC deliverables, such as surveys, events, and interviews, and analyzing the collected data that will be used to create action plans to improve customer experience with IT and inform decision-makers at all levels of the organization. The ideal candidate will have experience designing and administering surveys, organizing and delivering events, and experience analyzing and interpreting collected data.

The specialist is expected to have a customer/user-centric mindset and be familiar with working cross-geographically with customers and within our team.

Primary job responsibilities include:

  • Design, develop, and execute methods of continuous listening to collect end-user sentiment for various purposes.

  • Conduct data analysis to identify trends, correlations, and other significant information.

  • Present data analysis findings in a clear and concise manner, both verbally and in writing.

  • Collaborate with customers and key stakeholders to determine the best way to collect user sentiment and understand our customers' needs.

  • Design, plan, and orchestrate/deliver events, workshops, focus groups and other VoC engagements.

  • Create and maintain working relationships with current and new stakeholders. To drive the improvement of user experience with IT.

  • Continuously analyze and challenge end-to-end processes, make recommendations, and apply enhancements.

Education Minimum Requirement: 

  • High School Diploma required.

Required Experience and Skills:

  • Minimum of 1 year of experience with general knowledge of VoC methodologies and experience with project/event coordination.

  • Fluency in English reading/writing/ speaking.

  • Experience with survey design and methodology

  • Experience with executing workshops, focus groups and other VoC methods

  • Experience with designing dashboards

  • Excellent analytical and problem-solving skills

  • Exceptional attention to detail

  • Sound coordination skills and event organization experience

  • Strong presentation skills and ability to communicate complex information clearly and concisely.

  • Proficient in the Microsoft 365 suite – especially Excel, MS Teams, MS Office, including OneNote, OneDrive, PowerPoint, SharePoint

  • Strong collaboration skills and experience working with global teams

  • Demonstrated flexibility and the ability to manage multiple, concurrent projects in a timely and efficient manner.

  • Creative and innovative thinking, proactive approach, sound organizational skills and a good team player as well as individual contributor.

Desired Experience and Skills:

  • Bachelor's Degree in mathematics, statistics, or related field

  • Experience with Qualtrics, or …

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Job Profile

Regions

North America

Countries

United States

Restrictions

Hybrid Hybrid work Hybrid work model On-site

Benefits/Perks

Bonus eligibility Diverse workplace Equal opportunity employer Flexibility Flexible work arrangements Hybrid work Hybrid work model Inclusion Inclusive environment Insurance Meetings Paid holidays Retirement benefits Separation benefits package Sick Days Vacation Workshops

Tasks
  • Analyze processes
  • Collaborate with stakeholders
  • Collaboration
  • Conduct data analysis
  • Data Analysis
  • Innovation
  • Organize events
  • Presentation
  • Present findings
  • Project management
Skills

Access Analysis Analytical Analytics Attention to detail Business Operations Collaboration Commercial Communication Creative Thinking Customer Experience Data Data analysis Design Education Event Coordination Excel Flexibility Inclusion Innovation Innovative Thinking IT Law Management Manufacturing Mathematics Methodologies Methodology Microsoft 365 MS Office MS Teams OneDrive OneNote Operations Organizational Power Automate Power BI PowerPoint Presentation Problem-solving Project Management Qualtrics Research SharePoint Statistical software Statistics Survey design Talent Acquisition Teams User Experience Voice of Customer Writing

Experience

1 years

Education

Bachelor Bachelor's Bachelor's degree Business English High school diploma IT Management Mathematics MS Related Field Statistics

Certifications

Microsoft

Timezones

America/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9