Voice of Customer Analyst

2 settimane fa

Brugherio, Italia Haier Europe A tempo pieno

Job Posting Title

Voice of Customer Analyst

The challenge

An exciting opportunity has arisen to regarding the Brand team at Haier Europe. The Company is part of Haier Smart Home, the number one group globally in home appliances and among the Fortune Global 500 Companies. Haier Europe is on a journey to achieve ambitious business growth and leadership objectives in the region - where it can count on successful brands such as Candy, Hoover, Haier, Rosières, GE Appliances and Fisher&Paykel - and we need someone who is passionate, proactive, self-driven and motivated to join a team of open-minded individuals.

What you will do

The Voice of Customer Analyst is a critical role to bring Haier Europe VoC program to the next level with the final goal to improve our customer experience across all touch points and for all our brands. The analyst will leverage both unsolicited and solicited consumer feedback and comments in the spirit of Haier Europe “zero distance to consumer” by scraping, gathering and analyzing web, social and survey data.
- Master and leverage VoC tools and CX platforms to mine product R&R data and customer feedback to identify potential risks and opportunities for our brands and competitors
- Create and maintain surveys to asses CX on different touchpoints (websites, ecommerce, apps, etc.)
- Own and enhance the NPS program
- Create and maintain standardized reports and dashboards to provide ongoing data and insight for internal stakeholders including quarterly sentiment analysis, competitor and brand scorecards/dashboards
- Provide ad hoc analysis and reporting in response to internal data requests
- Translate quantitative findings into practical data insights through the interpretation of data, trends, and other sources
- Educate and train users across the business on how to leverage dashboards for self-service insights

What you need to succeed
- Degree in Business, Marketing, Economics or Statistics
- Minimum 3-5 years of experience in the role ideally having used tools such as Clarabridge/ Qualtrics, Wonderflow, Medallia, Getfeedback and other survey and social/web scraping tools
- Excellent analytical, problem solving and conceptual skills with the ability to take an innovative approach to business problems
- Effective communicator with both strong written and verbal communication skills
- Ability to work collaboratively in a team and independently on projects as needed
- Capability to work in a fast-paced environment
- Experience in presenting to senior audiences in English
- Fluent in English and Italian. Additional languages as a plus
- Self-Motivated and proactive, team working spirit, good communicator

Haier Europe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.

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