Search Jobs
Analytic Lead, Voice of Customer (VoC)
1 DNA Way South San Francisco, CA 94080 US
Job Description
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.
Key Responsibilities:
- 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).
Qualifications/Experience:
- 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.
Equal Opportunity Employer: We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
Fraud Alert: Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it’s from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
Share This Job:
Related Jobs:
About South San Francisco, CA
Are you sure you want to apply for this job?
Please take a moment to verify your personal information and resume are up-to-date before you apply.