Voice of the Consumer Senior Consultant
Understanding and constantly improving our consumer experience is a major focus for Transunion. The Voice of the Consumer (VOC) supports this objective by managing the collection and presentation of consumer feedback across many listening posts, as well as monitoring a closed loop action and feedback process. We are hiring two VOC Consultants that together provide the strength across all the responsibilities below and will work in partnership to build the
VOC/Insights platform. If you are particularly strong in all or some of these skills and competencies, this position would be right for you.
We are looking for an experienced Consumer Experience Management, VOC or market research professional that is passionate about the consumer and has relevant experience with qualitative and quantitative information analysis, data visualization and storytelling. In conjunction with the other CX team members, the candidate who assumes this position will be deeply involved in building a VOC platform, and refining it on an ongoing basis. Preferably this individual should have been previously involved in starting up, managing and optimizing a VOC program. The ideal candidate has experience in survey design and optimizing to drive response.
He/she should be strong in collecting, analyzing and synthesizing information from many sources across the consumer journey to extract insight and tell a compelling story from the consumer’s viewpoint while highlighting implications and making recommendations for action. The individual should be an influencer, with the desire to advocate for the consumers interests in a non-confrontational but effective manner.
Responsibilities
- Partner with the Director of Consumer Insights to set an organizational VOC vision, including a roadmap and action plan
- Collaborate with Listening Post owners to refine and improve the organizations VOC capabilities
- Design and implement surveys that ask the right questions of different segments of consumers and customer (supporting the B2B business in survey design) at moments of truth across the consumer journey and track consumer perception of the experience.
- Gather and integrate unstructured data from various listening posts (e.g. calls, complaints, social) and solicited consumer feedback from surveys, journey mapping, User Experience testing, ethnography, focus groups and other insight gathering tools.
- Diagnose the root cause of the problems. Define and complete correlations, identify insights from the analysis, and work with leadership to determine action plans based on the insights. Perform statistical modeling and correlation analysis (e.g. factor analysis, text and data mining, decision trees, discriminate analysis, logistic regression, clustering etc) as necessary
- Craft and tell compelling stories around commonalities and themes found in the VOC data.
- Act as a key liaison between marketing, product, call center and other team stakeholders, establishing a structure for regularly sharing VOC insight
- Manage inbound and outbound VOC reporting: Prepare compelling reports that visualize the data and associated story in succinct, easy to understand ways focusing on the key insights. Establish priorities and SLAs for managing both reactive research requests and proactive insight sharing.
- Create and manage key VOC dashboards – tracking and explaining customer experience ratings scores, customer feedback and sentiments, key drivers and other relevant KPIs
Qualifications:
- Strong sense of ownership, a passion for driving results, a desire to question the status quo and someone that ‘thinks like a customer’.
- 6 years of work experience with at least 3 years in a market research or VOC role preferably in a direct to consumer, retail or subscription business. Alternatively, 6 years of work experience with at least 4 years in a customer experience or loyalty marketing agency or consulting role
- Experience in measuring, and tracking Customer Effort score and customer satisfaction, including building the program, optimizing response rates, reporting, managing and driving actions based on survey results
- Understanding of quantitative and qualitative market research techniques, and ability to determine optimal research approach to meet given objectives
- Ability to plan, organize and prioritize multiple simultaneous assignments real-time, as well as manage to time constraints.
- Strong interpersonal skills and an ability to lead change and influence various stakeholders, supported by strong communication, presentation and influencing abilities. Highly collaborative approach to facilitate cross-functional relationship building
- Advanced in PowerPoint, Excel, and Word and experience with data reporting/analysis, data visualization and text analytics tools
- Strong analytical background with proven track record for structuring and solving problems, drawing conclusions and formulating recommendations. General knowledge of a variety of statistical techniques is preferred, but not required (e.g. clustering, factor analysis, logistic regression, decision trees, discriminate analysis etc)
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