Senior Analyst - VoC

Summary

Join OGC, a boutique research and consulting agency, as a Senior Analyst - VoC to support a key client. Contribute to the rollout and optimization of CX programs by delivering insightful analysis that drives customer satisfaction and business performance. Work closely with business unit leaders at Salesforce, supporting data-driven decision-making and enhancing CX programs. Responsibilities include querying, refining, and synthesizing customer data to uncover actionable insights and contributing to the evolution of CX processes. This is a full-time, remote position requiring strong analytical and communication skills.

Requirements

• Bachelor’s degree in Business, Social Sciences, Statistics, Computer Science, or a related field
• 3-5 years of experience in customer experience, market research, business analysis, or consulting
• Strong proficiency with Excel, Python, SQL, and data visualization tools (e.g., Tableau, Power BI)
• Experience building executive level reporting decks
• Fast learner with a demonstrated ability to adopt new tools and methodologies quickly
• Excellent attention to detail, with strong written and verbal communication skills
• Strong time management skills; able to balance multiple projects simultaneously
• Collaborative, self-motivated, and comfortable working both independently and within a team

Responsibilities

• Manage and support global Customer Experience (CX) programs in collaboration with cross-functional teams
• Oversee project timelines, ensuring smooth coordination across internal teams and external stakeholders
• Manage relationships with implementation vendors, tracking deliverables and performance
• Provide analytical support using tools like Excel, Python, and SQL to turn data into actionable business insights
• Design, test, and refine customer surveys based on client objectives and CX strategy
• Develop clear, executive-ready reports and dashboards using data from multiple sources
• Troubleshoot technical and operational challenges, manage vendor relationships, and optimize CX reporting platforms
• Communicate project updates, insights, and recommendations clearly to internal managers and client teams

Preferred Qualifications

• Experience working with CX platforms such as Medallia or Qualtrics is a significant advantage
• Familiarity with statistical tools (e.g., Stata, SPSS, R) and basic programming knowledge (e.g., XML, VBA) is a plus
• Experience in survey design, sampling strategies, and analyzing survey data is a plus