Remote Customer Support VoC Analyst

Summary

The job description is for a remote Voice of Customer (VoC) Analyst position at Clipboard Health, a fast-growing tech startup. The role involves gathering and analyzing customer feedback to improve customer experience and align with business objectives.

Requirements

• +3 years in gathering and analyzing customer feedback through multiple channels
• +3 years in providing training and documentation for VoC programs
• Strong strategic thinking with the ability to align VoC programs to overall business goals
• Excellent verbal and written communication skills
• Ability to collaborate effectively with cross-functional teams and influence decision-making at various organizational levels
• Technical proficiency with VoC tools and experience in managing integrations (e.g., MB systems)
• Knowledgeable about current trends in VoC and CX, and a proactive approach to continuous improvement
• Strong analytical skills with the ability to translate data into actionable insights

Responsibilities

• Gather customer insights from various channels, including surveys, social media platforms, online reviews, and ratings
• Collaborate with internal teams to define and refine the Voice of Customer strategy
• Partner with cross-functional teams such as marketing, product, and customer service to integrate VoC programs across departments
• Design and implement comprehensive CX measurement frameworks to track key metrics
• Analyze VoC data to uncover trends and generate actionable insights that lead to improvements in the customer experience
• Provide training, support, and best practices to internal teams on effectively utilizing VoC tools and methodologies
• Stay up-to-date with the latest VoC and CX trends, tools, and best practices
• Oversee the technical aspects of VoC tools, including integration with internal systems
• Develop comprehensive documentation for VoC processes, tools, and recommendations
• Establish clear communication processes to keep stakeholders informed of current customer trends, emerging patterns, and areas of concern