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KnitWell Group · 2 days ago

Voice of the Customer (VoC) Analyst

Hingham, MA

Full-time

Hybrid

Mid, Senior Level

$65K/yr - $80K/yr

5+ years exp

KnitWell Group is a specialty retail operating company comprising iconic brands in America. The Voice of the Customer (VoC) Analyst will play a crucial role in enhancing customer experience by collecting and analyzing customer feedback, providing actionable insights, and supporting data-driven decision-making across various brands and channels.

ApparelFashionLifestyleRetailWomen's

No H1B

Responsibilities

Manage daily function and file transfer verification of data to the CSAT/Voice of Customer program for KWG brands while ensuring optimization of the collection of customer feedback through surveys (e.g., transactional, post-interaction), online reviews, social media listening, and other relevant channels

Ensures data integrity and accuracy is achieved through regular audits and validation checks

Attend regular Voc meetings with KWG business partners to understand challenges within the businesses and incorporate quantitative and qualitive data into Voc reporting

Analyze large datasets of structured and unstructured customer feedback using statistical tools and qualitative analysis techniques

Identify key themes, trends, and drivers of customer satisfaction and dissatisfaction across brands and channels

Develop and validate analytical models to predict customer behavior and identify areas for improvement

Assist in the design and development of regular and ad-hoc reports and dashboards on customer satisfaction (CSAT), and other relevant VoC metrics for stores, contact centers, and e-commerce platforms for each brand

Translate data insights into practical recommendations for improving customer experience, operational efficiency, and service quality across all channels and brands

Partner with business leaders and stakeholders to understand their specific needs and provide tailored VoC insights

Create, manage and track tickets with VoC providers for any issues/reporting requests

Qualification

Customer Experience PlatformsData AnalysisData VisualizationStatistical ToolsText AnalyticsCuriosityCommunication SkillsProblem-Solving SkillsSelf-Starter

Required

5+ years of experience in a similar role, preferably within a multi-brand or retail environment

Experience in collecting, analyzing, and interpreting customer feedback data

Experience with Customer Experience Platforms such as InMoment, Medallia and Qualtrics

Strong analytical and problem-solving skills with the ability to mine data across numerous touchpoints

Experience with VoC platforms, survey methodologies, text analytics and sentiment analysis tools

Proficiency is data visualization for story-telling reporting

A desire to understand the why's in the data and an innate sense of curiosity

Passion for the customer

Strong communication skills and presentation skills (verbal and written) with the ability to effectively convey complex information to diverse audiences

Self-starter who will work independently and manage multiple projects simultaneously

Benefits

You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.

Support for your individual development plus opportunities for career mobility within our family of brands.

A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.

Medical, dental, vision insurance & 401(K).

Employee Assistance Program (EAP).

Time off – paid time off & holidays.