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Company Name
Paycor
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Paycor is a key player in the HCM software as a service market. We build, sell, and service our own proprietary payroll, time, and HR platform. The heart of our mission is to Take Care of the Client First and to Take Care of Each Other so that we can provide an equally rewarding client AND associate experience. As Paycor continues to grow and become a CX Leader in the market, we are embracing customer experience as a strategic differentiator.
Job Summary
The Principal VOC Analyst will be responsible in helping develop, grow, and optimize Paycor’s new Voice of the Customer program. The Principal VOC Analyst plays a leading role in gathering and analyzing several forms of customer data/insights to better understand our customers and drive action. This position is accountable for working across many different teams within the organization to support customer insight needs, synthesize multiple quantitative and qualitative data sets, and track key actions. The goal will be to uncover and communicate opportunities to improve the company's customer experience and fulfill our goal of being easy to do business with regardless of the type of interaction or inquiry.
Essential Duties and Responsibilities
Deploy listening capabilities across the entire customer journey to create a deep understanding of the customer’s end-to-end experience and the rational/emotional reactions to individual components of the experience.
Design, build, execute and measure surveys, polls, focus groups and other feedback collection methods to capture customer feedback on targeted ideas and opportunities.
Perform analyses using customer insights/Voice of the Customer database software and tools. Also includes partnering with other cross-functional customer insights/data teams to synthesize customer insights and operational data to drive more impactful insights and recommendations.
Produce thoughtful, actionable insights from data analyses and customer behavior observations, using those insights to develop and present appropriate customer strategies.
Partner with other Paycor business units to understand challenges and design plans for capturing customer insights to enhance our product, solutions, support, and delivery across the end-to-end customer experience.
Present data analysis and provide recommendations for areas of focus to various team and business leaders.
Partner with relevant teams to ensure the Voice of the Customer is at the center of all decision-making processes.
Lead and participate in cross-functional initiatives to represent the Voice of the Customer program across the organization.
Optimize and serve as an advocate for Voice of the Customer client feedback and data governance processes and standard operating procedures to increase internal adoption and improve quality of data.
Requirements
Bachelor's degree in business or social sciences or related field required.
8+ years related experience in a client facing account management or similar role required
3-5 years Voice of Customer program experience required
Prior experience with leading VoC tools (Qualtrics, InMoment, Confirmit, Medallia)
Excellent communication skills including developing and delivering management level presentations
Strong multi-tasking ability and adaptive to change
Ability to collaborate and build consensus in team environments
Demonstrate experience using Excel to build spreadsheets and analyze data using advanced functions and formulas (intermediate skill preferred)
Summarize data to provide insights via MS Power Point and MS Excel
Strong statistical and analytical skills, as well as experience working with data from diverse sources (quantitative, qualitative, various channels)
Knowledge and experience with customer feedback and user-generated content including ratings and reviews, social media, surveys, etc
Join our team to make a difference in people’s lives, every day. We empower our clients to spend less time on administrative tasks and more time developing their teams. We rally around our colleagues and succeed together. And we support and give back to our communities. Together, we can make a difference.
Division
Internal Reference Code/Reference No.
Location Name
United States
Association Management Software
by
MemberSuite
Core Version:
4.174.1.2305
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