Senior Specialist - Customer Experience - BPO/Telecom

- Sourcing of VoC data from multiple sources (i.e Medallia, Tealeaf, Glassbox, Chat, etc.) and distilling information into actionable strategic insights.

- Measuring themes weekly to identify trends and negotiating prioritization of recommendations to appropriate teams to address issues or opportunities identified via research.

- Active listening of verbatim customer feedback for trends and sentiment on digital experiences and promotions.

- Conducting surveys and/or VoC analysis for key product launches.

- Presenting insights to appropriate teams, drive implementation dates and track performance improvement post-implementation.

- Conducting competitive analysis and review secondary data sources.

- Maintaining in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices.

- Leveraging partnerships with other team members to provide a holistic view of customer experience and plan of action to address issues and opportunities identified through research.

- Four or more years of relevant work experience.

- Four or more years of experience in qualitative research and analysis, or a similar role in a professional environment.

- One or more years of e-commerce experience.

- Experience in Medallia (or) Opinion Labs (or) Clarabridge.

Preferred :

- Experience within the telecommunications industry.

- Self-starter who is comfortable with minimal day-to-day guidance and independently managing deadlines.

- Experience in Adobe Analytics.