IS Voice of Consumer Reporting Specialist

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This Position reports to:

IS Voice of Consumer Lifecycle Manager

Your Role And Responsibilities
Working within the Consumer Experience (CX) Voice of Consumer (VoC) team, this role is responsible for the solution design, execution, and continuous improvement of the Voice of the Consumer framework. The objective is to ensure that customer and consumer feedback is effectively captured, analyzed, translated into actionable insights, and systematically acted upon to improve the overall consumer experience.

The Voice of Consumer Reporting Specialist will play a key role in communicating insights and outcomes back to consumers, customers, Service Owners, Process Owners, and other relevant stakeholders, ensuring transparency and closing the feedback loop.

With a strong technical and analytical focus, this role supports the translation of feedback from ABB's global consumer population (approximately 140,000 users worldwide) into meaningful, insight-driven reporting stories. These insights will drive data-informed decision-making and continuous improvement across consumer-facing IS services.

Responsibilities

• Provide comprehensive analysis of consumer and customer feedback data for key stakeholders, ensuring insights are clearly understood, translated into actions, and followed up with Service Owners, Process Owners, and other relevant stakeholders through to implementation.
• Collaborate iteratively with key stakeholders to ensure evaluation results are interpreted correctly and acted upon across all consumer-facing services.
• Own feedback analysis activities and support the definition of business requirements for collecting actionable feedback, covering both: Consumers (ABB employees and external users), Customers (e.g. Business CIOs) to understand their end-to-end experience with IS services.
• Develop and maintain strong, trust-based relationships with customers and stakeholders through professionalism, transparency, and clear communication.
• Prepare high-quality reports, dashboards, and visualizations that present feedback insights at the appropriate level of granularity, including user segmentation, trend analysis, and identification of key pain points and improvement opportunities.
• Contribute to the continuous improvement of VoC reporting standards, methodologies, and tools to enhance insight quality, consistency, and usability across the organization.
• Build and maintain dashboards and visualizations in Qualtrics that provide clear, insightful, and actionable views of VoC results for different stakeholder groups, ensuring transparency and usability.
• Preparing high-quality, data-driven presentation materials for the IS Performance Council, ensuring clear insights and high visibility at senior management level.

Qualifications For The Role

• 3+ years of experience working with analytical and data visualization tools such as Power BI; experience with Qualtrics and/or Snowflake is considered a strong advantage.
• Minimum 2 years of hands-on experience in data gathering, reporting, validation, and analysis within a structured, enterprise environment.
• Proven experience in evaluating consumer satisfaction at scale, with a strong understanding of consumer needs, behaviors, and experience drivers.
• Strong analytical mindset with high attention to detail, data quality, and accuracy, combined with tech-savviness and a keen interest in AI and emerging technologies. Highly motivated to learn modern analytics, automation, and AI tools to enhance consumer insight reporting.
• Demonstrated ability to perform advanced data analysis and translate complex datasets into actionable insights, including the design and delivery of dashboards and visualizations to support key business performance metrics.
• Excellent listening, communication, negotiation, and presentation skills, with confidence in communicating insights to both technical and non-technical stakeholders; strong proficiency in Microsoft PowerPoint.
• ITIL 4 Foundation certification.
• Fluent English, both written and verbal; ability to communicate effectively in a global, multicultural environment.

More About Us
Working within the Consumer Experience (CX) Voice of Consumer (VoC) team, this role is responsible for the solution design, execution, and continuous improvement of the Voice of the Consumer framework. The objective is to ensure that customer and consumer feedback is effectively captured, analyzed, translated into actionable insights, and systematically acted upon to improve the overall consumer experience.

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