Reporting to the Senior Manager Consumer Insights, the VOC Analyst will be responsible for conducting Voice of the Customer (VOC) analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience with products, platforms and service on a daily basis.
The ideal candidate for this position will be:
- A seasoned and talented analyst with the ability to synthesize quantitative and qualitative data from a variety of sources to drive business outcomes
- An outstanding communicator with the ability to persuade stakeholders at all levels of a large organization
- A passionate advocate for the customer
The Voice of the Customer team supports business leaders at QVC and HSN in the Merchandising, Operations, and Platform Experience organizations by providing the customer’s perspective throughout all phases of business initiatives and ensuring the customer is at the center of the organization’s most critical business decisions.
Leveraging analytical tools such as Clarabridge, Qualtrics, Brandwatch, Tableau, and SAS the Voice of the Customer team analyzes customer behavioral data and open-ended customer feedback QVC/HSN receives through various sources, including:
- Website and app intercept surveys
- Customer experience surveys
- Social media
- Customer purchase data
- Product ratings and reviews
- Live Chat
- Customer Service Representative feedback
The VOC Analyst will collaborate with the entire VOC team to:
- Deliver the most real-time, actionable customer insights possible leveraging all tools and resources available
- Become a fully integrated partner with their internal clients to ensure alignment to the clients’ business goals and effectiveness in informing and evaluating their business strategies.
- Continuously improve the effectiveness and efficiency of the team’s research and analysis methodologies, processes, and deliverables, including:
- Understanding the full impact of a customer experience issue by integrating qualitative and quantitative customer feedback responses with customer behavioral data to address questions such as: How many customers were affected? Who are these customers? What are the primary pain points the business should focus on to improve this experience? How did this affect customers’ purchase behavior or perceptions of QVC and/or HSN?
- Partner closely with primary researchers on the Consumer Insights team to present a comprehensive picture of the customer’s experience based on both primary research and Voice of the Customer analytics.
The VOC Analyst will also be responsible for supporting the Net Promoter Score work stream for QVC and HSN, including measurement of NPS, analysis of the drivers of NPS for QVC and HSN, and identification and implementation of KPI’s for customer-facing business teams to improve the customer experience. This work will require the ability to tie customer feedback to customer purchase behavior in order to quantify the financial value of improving QVC’s and HSN’s NPS scores.
The VOC Analyst will also partner with the Senior Manager Consumer Insights to identify best practices and tools to add to the team’s repertoire to ensure they are delivering the highest quality analysis, insights and recommendations to the leaders of the organization.
Job Description Details
- Leverages transactional, behavioral, demographic, survey, and Voice of the Customer feedback data to inform stakeholders and to identify, size and address business issues and opportunities to increase conversion, revenue, margin, customer satisfaction and other KPIs, as well as to support investment and other strategic decisions.
- Conducts Voice of the Customer research, including text analytics, synthesis of multiple data sources, cross-platform survey data analysis, and ad hoc analyses.
- Ties customer feedback data to customer behavioral data to drive more impactful insights and recommendations.
- Supports the establishment of goals and metrics for measuring the organization’s performance against customer experience objectives. Develops reporting on key metrics in support of continuous improvement of customer experience. Distributes reports to business stakeholders on a regular basis.
- Links the insights from VOC feedback throughout the customer journey to QVC’s net promoter score and helps to drive the development of new and improved business processes to address customer pain points and, thereby, improve the customers’ net promoter score.
- Effectively translates data into insights by proactively and effectively communicating the “so what” from the data, as well as issues and opportunities exposed by the data.
- Leverages existing customer data sources and identifies and implements additional data sources that will drive an aligned, cohesive and comprehensive view of customer service and experience data, to assess, define and influence a digital and omni-channel customer experience
- Monitors multiple sources of Voice of the Customer (VOC) feedback, including customer surveys, frontline staff input, product reviews, feedback on the website and app experience, and social media content to identify and assess gaps in the customer experience.
- Collaborates with Customer Experience, Merchandising, Platform and other key internal partners to identify and understand customers’ underlying needs and implement solutions that address root causes of customer pain points.
- Institutes and maintains a formal process for cultivating, analyzing and acting on customer feedback to drive an exceptional customer experience and effectively respond to customer needs.
- Continuously drives reporting improvement and efficiency by simplifying and automating where possible, eliminating redundancy across the organization, refining metrics, and building new reports to support decision-making.
- Employs rigorous analytical methodologies. Employs new methodologies and technology to improve efficiency, accuracy and timeliness of results.
- Participates in communicating research results to executives and other stakeholders
- Collaborates with other research and reporting teams on complex projects
Qualifications:
- 5+ years related work experience
- Bachelor’s degree in related field
- Experience with unstructured data analysis, including text analytics
- Experience with and understanding of data extraction and analysis tools including Clarabridge, Tableau, SQL, SAS, and Oracle is a must.
- Experience with and understanding of various statistical methods
- Understanding of how to apply statistical methods to identify drivers of business results based on customer feedback and customer journey touchpoints
- Strong ability to analyze quantitative and qualitative data, optimize data sets, tools, and analysis techniques to drive business outcomes.
- Expertise in presenting data visually to provide a clear story
- Experience with secondary sources and use of secondary survey research.
- Experience in synthesizing disparate data sources
- Experience in presentation of results and translation of complex findings into layman’s terms
About HSN, Inc.
HSN, Inc., is a leading interactive entertainment and lifestyle retailer, offering a curated assortment of exclusive products and top brand names to its customers. HSN incorporates entertainment, inspiration, personalities and industry experts to provide an entirely unique shopping experience. At HSN, customers find exceptional selections in Health & Beauty, Jewelry, Home/Lifestyle, Fashion/Accessories, and Electronics. HSN broadcasts reach approximately 90 million households (with live programming 364 days per year) and its website — HSN.com features more than 50,000 product videos. Mobile applications include HSN apps for iPad, iPhone and Android. Visit corporate.hsn.com to learn more. HSN, Inc., founded 40 years ago as the first shopping network, is a wholly owned subsidiary of Qurate Retail, Inc. (NASDAQ: QRTEA, QRTEB), which includes QVC, HSN, zulily and the Cornerstone brands (collectively, “Qurate Retail Group”), as well as other minority investments. Qurate Retail Group believes in a third way to shop -- beyond transactional ecommerce or traditional brick-and-mortar stores -- and is #1 in video commerce, #3 in ecommerce in North America and #3 in mobile commerce in the U.S. (according to Internet Retailer).
For more information, visit www.qurateretailgroup.com. For more information, please visit corporate.hsn.com, or follow @HSN on Facebook, Twitter and Instagram.
EEO
As an equal opportunity employer, Qurate Retail Group is committed to a diverse workforce and is also committed to a barrier-free employment process. In order to ensure reasonable accommodations for individuals pursuant to applicable law, individuals that require accommodation in the job application process for a posted position may contact us at CareersUS@QVC.com for assistance.
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