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Company Name Parker Hannifin Corporation
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Position Summary:

The Voice of Customer (VOC) Business Support Specialist will be responsible for supporting the data management process for VOC programs including relationship and transactional surveys. The support includes both automated, semi-automated, and manual data processes, ensuring they run accurately on a pre-defined schedule.  In addition, this role supports reporting projects required to drive Customer Experience (CX) across Parker.

The VOC Business Support Specialist is an individual contributor role within the Customer Experience & Distribution Services organization and will support other business functions within the department as needed based on project demands.

Scope/Supervision and Interaction:

____ Has Direct Reports    __X__ Does Not Have Direct Reports

Essential Functions:

- Manage multiple responsibilities and priorities in a fast-paced environment to meet deliverables within expected timeframes, yet flexible to handle change effectively

- Serve as the department expert on VOC platform (Qualtrics) and provide platform support to maintain existing surveys, implement new surveys, as well as ad-hoc requests

- Gather survey contact data from various source systems or through manual data collection processes (e.g. Account Teams) including embedded business data

- Apply data rules to cleanse inputs; audit data for accuracy and standardization as needed

- Manage the data collection schedule, most commonly for relationship survey activity

- Comply with legal and data security requirements, including GDPR

- Ensure compliance with internal controls and data governance (Safe Harbor, Parker Information Security)

- Support the process team to identify and drive automation through the VOC platform as capabilities are enabled and utilized

- Participate in weekly and monthly program team meetings with internal business stakeholders as needed

- Support users on how to access and interact with VOC platform and Oracle BI / PowerBI

- Identify relevant data sources and work to integrate new data with existing data including documenting requirements and testing

- Coordinate with the Corporate Business Intelligence (BI) and Information Technology (IT) functions to achieve project goals


Qualifications:- Bachelor’s degree in Computer Science, Business Administration, IT or related fields; and/or minimum of five (5) years professional experience in a data management role

- Proficiency with Lotus Notes and Microsoft Office applications

- Advanced database management skills required

- Experience with different data visualization, programming, CRM, reporting software such as Power BI, Tableau, Oracle BI, HTML, Javascript, SQL, Eloqua / Marketto, Siebel / Salesforce.com preferred

- Working knowledge of the Net Promotor Score (NPS) methodology and its utilization in a Business to Business working environment preferred

- Solid project management skills with demonstrated experience

- Attention to detail required, but able to see the big picture

- Works well with others in a collaborative team environment

- Demonstrated understanding of Customer Experience concepts

- Excellent written and verbal communication skills

- Knowledge of existing Parker systems preferred (Oracle BI, Siebel, Microsoft PowerBI, Oracle Engagement Cloud)

Parker is an Equal Opportunity and Affirmative Action Employer.  Parker is committed to ensuring equal employment opportunities for all job applicants and employees.  Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law.  U.S. Citizenship/Permanent Resident is required for most positions.  (Minority/Female/Disability/Veteran/VEVRAA Federal Contractor)

Division
Internal Reference Code/Reference No. REQ: 14435
Location Name United States
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