Analytic Lead, Voice of Customer (VoC)

The Voice of Customer (VoC) team within Engagement & Experience Design (EED) is seeking an Analytic Lead to join us as a contractor to help accelerate the positive impact of VoC feedback to the business by leveraging VoC data. The Analytic Lead is a strategic, creative and technically savvy individual with a strong interest in Customer Experience (CX) and using data to create actionable insights. This individual will work with matrixed teams across product, marketing, operations and sales to translate customer feedback into compelling opportunities to craft better customer experiences.

• Work with the VoC Director to create an operationalized VoC analytic strategy/practice.
• Acquire data from multiple data sources in order to perform analysis and reporting.
• Use advanced analytics to identify and interpret trends/patterns in complex data, in order to provide answers to key business questions, and provide recommendations for action.
• Present and clearly articulate insights/opportunities to internal stakeholders at all levels of the organization, including senior leadership, ensuring stakeholders understand how to interpret and act on VoC feedback.
• Partner with VoC Delivery Managers to ensure analytic needs are being met for their specific lines of business/functional groups.
• Collaborate with other analysts/analytic teams across organization to serve as a catalyst for the application of VoC feedback and act as a consultant to drive a CX mindset (understanding and application of CX metrics/strategy).
• Create visualizations, dashboards, and reports that effectively communicate insights to executive leadership and other stakeholders.
• Work closely with data engineering/IT to ensure integrity and accessibility of VoC data.
• Monitor the effectiveness of VoC initiatives and identify opportunities for improvement and innovation.
• Keep up to date with industry trends, best practices, VoC analytic technologies and customer insights to ensure our approach remains cutting-edge and produces results.
• Create and maintain text analytics taxonomy (build and maintain topic sets and complete regular text analytics system health checks).

• Bachelors degree in a relevant field (e.g., Business Analytics, Statistics, Marketing, Psychology, Sociology, Data Science). Masters degree or MBA preferred. 7-10 years of experience in VoC analytics, data analytics, customer insights, market research or a related field.
• Strong analytic skills and ability to interpret results using methods such as simple linear regression, multiple linear regression, logistic regression, clustering analysis like K-means, decision trees, natural language processing techniques, etc.
• Knowledge and real world applications of Large Language Models (LLMs) and Text Analytics (i.e., data cleaning, data tagging for supervised learning tasks, etc.).
• Ability to use BI or analytical tools like Tableau, SAS, SPSS or Python for data analysis.
• Ability to use SQL to query and manipulate/transform data.
• Understanding of common CX metrics and systems (NPS, CES, OSAT, etc).
• Ability to manage multiple analytical projects at once.
• Expert in MS Word, Excel, and PowerPoint or gSuite products.
• Excellent communication and interpersonal skills with the ability to collaborate across teams and story tell with data to different audiences (front line to C-Suite).
• Enthusiastic learner that is continuously curious.
• Experience in Pharma, Healthcare or Health Insurance is a plus.
• Experience using Medallia/Qualtrics is a plus.