Posted By
Tanya Deshmukh
Senior Talent Acquisition Specialist at Standard Chartered Bank
Last Login: 31 May 2018
8763
JOB VIEWS
241
APPLICATIONS
109
RECRUITER ACTIONS
Posted in
Sales & Marketing
Job Code
438883
JOB ROLE
Execute the VoC program by designing surveys, collecting and analyzing information to tell a compelling story from the customer's viewpoint and providing insightful analyses to the appropriate stakeholders and drive key business & marketing decisions
KEY RESPONSIBILITIES
- Create and maintain research roadmap.
- Design and program questionnaires for multiple consumer touch points.
- Collaborate with stakeholders to gather requests and requirements and then make informed decisions about what should be included in surveys.
- Responsible for VoC insights- Lead the data gathering and analysis of information. Identify key issues or drivers in the data to tell a comprehensive story as it relates to broader initiatives.
- Provide subject matter expertise on the NPS and other CSAT metrics.
- Create and manage key dashboards - tracking and explaining NPS and customer experience ratings scores, customer feedback/sentiments, key drivers and other relevant KPIs.
- Perform correlation analysis (e.g. factor analysis, text / data mining, decision trees, discriminate analysis, logistic regression, clustering, etc.) as necessary.
KNOWLEDGE / SKILLS / EXPERIENCE
- Bachelor's Degree in Business, Marketing, Market Research or relevant background
- At least 5 years in a corporate market research or VoC role preferably in a direct to consumer, retail or subscription business.
- Alternatively, at least 5 years in a customer experience or loyalty marketing agency or consulting role.
- Understanding of quantitative and qualitative market research techniques, and ability to determine optimal research approach to meet given objectives.
- Experience in measuring/tracking Net Promoter methodology and customer satisfaction, including managing the NPS survey, optimizing response rates, reporting, and analyzing survey results.
- Advanced in PowerPoint, Excel, and Word and experience with data reporting/analysis, data visualization and text analytics tools.
- Strong analytical background with structuring/solving problems, drawing conclusions and formulating recommendations skills.
- Ability to plan, organize and prioritize multiple simultaneous assignments real-time, as well as manage to time constraints.
- General knowledge of a variety of statistical techniques is preferred but not required (e.g. decision trees, discriminate analysis, etc).
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Posted By
Tanya Deshmukh
Senior Talent Acquisition Specialist at Standard Chartered Bank
Last Login: 31 May 2018
8763
JOB VIEWS
241
APPLICATIONS
109
RECRUITER ACTIONS
Posted in
Sales & Marketing
Job Code
438883