Specialist, Voice of Customer

Meijer • Grand Rapids, MI

1d

About The Position

As part of the Voice of Customer department, this role plays a key role in infusing the voice of customer into business strategies, innovation, and experience development. This person will leverage a suite of research and analytical tools to understand customer sentiment across multiple touchpoints, identify pain points, pinpoint emerging trends and opportunities, and equip stakeholders within the organization to adopt and leverage Voice of Customer insights. This role combines a passion for customers with an analytic approach to examining problems, and an aptitude for cross-functional collaboration.

Requirements

• Bachelor’s Degree in business, marketing, psychology, social sciences, communications, or related field
• 2+ years of work experience in VoC Analytics, Customer Insights, or Marketing Research
• Solid analytical skills with an ability to gather, analyze, and quickly synthesize critical information to objectively craft and support recommendations
• Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback
• Strong presentation skills, both verbal and written
• Proven collaboration, planning and project management skills
• Effective leadership and creative problem-solving skills
• Enjoys working in a fast-paced, innovative environment
• Imaginative, enthusiastic and courageous, comfortable with change
• Actively curious about what drives an exceptional customer experience

Nice To Haves

• Experience working with customer experience platforms such as Medallia, SMG, InMoment, Service Now, and Talkwalker is preferred

Responsibilities

• Oversees the Medallia, Sense360, Talkwalker, Service Now customer voice platforms
• Manages survey development, deployment, dashboards, custom reporting, and new program planning and implementation, in alignment with Meijer’s overall CX strategy
• Delivers customer experience insights and experience optimization by measuring CSAT, NPS, and other key metrics, tracking trends and deviations, identifying customer pain points and opportunities, developing hypotheses, and sharing insights broadly with business partners to drive customer-centered decisions
• Develops a strategic communications framework to share insights and create visibility around customers’ priorities and emerging opportunities
• Uses data to craft compelling stories and presents findings to multiple levels of the organization, including executives
• Builds strong relationships with stakeholders by helping them address key business problems through actionable insights
• Democratizes access to customer insights by creating and delivering documentation and training materials to key partners in store operations, merchandising, digital business, and marketing
• Assists and supports other customer insights initiatives, as needed, including survey design and deployment, focus group moderation, customer interviews and intercepts, textual analysis, and in-store ethnography
• Maintains close collaboration with other voice-of-customer related teams, including Customer Care, Customer Analytics, and User Experience Research to ensure alignment of strategic and tactical activities

Benefits

• Weekly pay
• Scheduling flexibility
• Paid parental leave
• Paid education assistance
• Team member discount
• Development programs for advancement and career growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level