Analyst II, Voice of the Customer

Waste Management, Inc. (WM)•Houston, TX

3d•$77,000 - $112,815•Onsite

About The Position

We are seeking a Voice of Customer (VOC) Business Analyst to join our CE Business Solutions Reporting & Analytics team. In this role, you will transform customer feedback into clear, actionable insights that help the organization understand how our employees, processes, and policies shape the customer experience. You will analyze survey results alongside operational and financial metrics to identify trends, diagnose drivers of customer sentiment, and highlight opportunities to improve satisfaction, efficiency, and business outcomes. This role partners closely with cross-functional teams to ensure customer insights are translated into meaningful action and measurable impact.

Requirements

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.
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

Nice To Haves

PMI Certification

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