[Remote] Analyst II, Voice of the Customer
Note: The job is a remote job and is open to candidates in USA. WM is North America's leading provider of comprehensive environmental solutions, seeking a Voice of Customer (VOC) Business Analyst to join their CE Business Solutions Reporting & Analytics team. This role focuses on transforming customer feedback into actionable insights to enhance customer experience by analyzing survey results and operational metrics.
Responsibilities
- Collect/analyze data and collaborate cross-functionally to translate business goals and objectives into actionable insights that drive business decisions
- Measure success and improvements using KPIs and metrics to track customer feedback trends and identify areas for improvement
- Continuously analyze and provide feedback to recommend areas of focus to improve the customers’ service experience
- Provide ongoing support, working closely with stakeholders on education of relevant metrics, improvement opportunities and documentation of findings
- Utilize communication and presentation skills to transform data into actionable recommendations and effectively convey findings to stakeholders at all levels
Skills
- Bachelor's Degree (accredited), or in lieu of degree
- High School Diploma or GED (accredited) and 4 years of relevant work experience
- 3 years relevant experience (in addition to education requirement)
- Effective communicator with the ability to lead and influence others
- PMI Certification
- The ability to navigate ambiguous situations and data with confidence is essential for success in this role
- Experience translating quantitative and qualitative data into actionable recommendations
- Excellent communication and presentation skills, with the ability to effectively convey complex concepts and strategies to stakeholders at all levels
- Maintains focus on end-product
- Utilize a hypothesis-driven approach to problem solving
- Demonstrates adaptability to rapidly changing priorities
- Proficient in Microsoft applications, including PowerPoint, for creating clear, concise, and convincing presentations using mockups, data, and written context
Benefits
- Bonus
- Medical, Dental, Vision, Life Insurance and Short Term Disability
- Stock Purchase Plan
- Company match on 401K
- Paid Vacation, Holidays, and Personal Days
Company Overview
Company H1B Sponsorship