B2B Voice of the Customer (VoC) Analyst

Liberty Latin America Communications, Inc.•UNAVAILABLE, PR

About The Position

In this role, you will support the improvement of enterprise customer experience by executing closed-loop customer follow-up, maintaining Voice of the Customer (VOC) reporting and platform activities, and contributing structured insights based on customer feedback and operational data. This position combines customer interaction, VOC platform operation, and reporting support, while working under the guidance of the Customer Journey Manager to ensure alignment with customer experience priorities. The role focuses on identifying issues, supporting resolution, and enabling continuous improvement across the B2B customer lifecycle.

Requirements

Bachelor’s degree in business, communications, analytics, industrial engineering, information systems, or related field is preferred, or equivalent experience.
2–5 years of experience in customer experience, customer service, retention, operations, or related roles.
Fully bilingual in Spanish and English.
Self-starter who works independently and can manage changing priorities.
Demonstrated ability to handle customer interactions with professionalism and sound judgment.
Ability to work with customer feedback and contribute to structured insight development.
Strong attention to detail and ability to connect findings to customer experience outcomes.
Ability to work in a team environment while managing multiple priorities.
Effective verbal and written communication skills.
Ability to work in a fast-paced, dynamic environment and adapt to change.

Nice To Haves

Experience with customer feedback programs (NPS, VOC platforms such as Medallia) is preferred.
Experience with Excel, reporting tools, or dashboards is preferred.

Responsibilities

Conduct outbound follow-up with customers who provide low Net Promoter Score (NPS) responses or negative feedback to support closed-loop customer experience improvement.
Respond to customer concerns with empathy, support issue resolution, and ensure appropriate follow-through.
Document customer cases, actions taken, and outcomes in closed-loop systems.
Support customer retention efforts by improving individual customer experience outcomes.
Support administration of the VOC platform (e.g., Medallia), including survey execution using approved templates, dashboard refresh, report generation, and alert/workflow monitoring.
Maintain reporting schedules and distribute standard and recurring reports.
Ensure data accuracy and completeness across VOC reporting outputs.
Identify recurring customer issues, friction points, and experience breakdowns across touchpoints.
Compile and organize customer feedback and supporting data for structured analysis.
Provide summaries of findings to support team and manager review.
Assist in tracking trends across customer feedback channels and performance signals.
Analyze customer feedback and other relevant performance signals to identify customer experience trends and improvement opportunities.
Support intake, escalation tracking, and documentation for customer experience issues.
Assist in monitoring operational processes impacting customer journeys.
Provide input into process improvements based on observed issues and trends.
Participate in working sessions to review findings and improvement opportunities.
Coordinate with internal teams to follow up on customer issues and resolution status.
Track assigned actions and assist in maintaining accountability logs.
Provide status updates and follow-up data to support improvement initiatives.
Demonstrate and ensure compliance with Liberty Latin America Privacy Policy, Customer First Philosophy, all Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
Other functions may be assigned.