VOC Analyst

Job Description:

Salary Range: $62,000 - $80,000

Who We Are: 

Saks is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world. 

On its website and app, Saks offers an unparalleled selection of curated merchandise  across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.

Role Summary: 

In this role, the goal is to set high standards for customer service by being attentive to customer needs/wants and being proactive about applying appropriate resolutions. We are looking for a passionate and analytically minded CX (Customer Experience) Analyst to talk with customers, harness data, and uncover and evaluate opportunities to deliver a best-in-class customer experience at scale. This person will work cross-functionally to plan, develop,  launch and analyze qualitative research strategies that ensure our customer’s voices and feedback are central to decision-making across the entire organization.

You will contribute to a culture where every customer interaction reflects Saks’ commitment to providing a top-tier luxury experience. You work well independently but thrive on partnering with cross-functional teams to ensure you remain current on policies and processes. Last but not least, you are customer obsessed, whether that be the Saks customer or our team of agents, you are dedicated to exceptional service and constant improvement.

Key Qualifications: 

Required Qualifications (Minimum Requirements)

• 3-5 years of experience in a highly analytical and strategic role (management consulting,  business analysis or customer research-focused preferred)

• End-to-end experience in survey research: sample planning, survey instrument development, online survey programming, and report writing.

• Experience using Medallia or equivalent VoC software

• Experience creating and sharing dashboards/data visualizations

• Ability to work collaboratively and cross-functionally in a fast-paced environment

• Highly organized and comfortable managing multiple work streams at once

• Excellent verbal and written communicator

• Great attention to detail and self-motivation

Preferred Qualifications (nice to haves)

• Bachelor’s or Master’s Degree

• Demonstrated success in customer/participant-driven research

• Knowledge of customer and product research methodologies

• Familiarity with survey platforms / Qualtrics software and call center tools

Role Description: 

• Manage the development of surveys, analysis, and continuous improvements

• Build and maintain interactive reports and dashboards from multiple data sources through the full lifecycle, from requirement gathering to deploying, training, and monitoring after go-live

• Collaborate with internal and external stakeholders to identify needs that influence the design and ongoing development of new surveys, dashboards, and reports

• Present compelling customer stories using research findings into insightful suggestions and recommendations based on thorough analysis and findings

• Strong documentation, presentation, and reporting skills with the ability to navigate between the whole research process and granular information to identify root causes and present possible solutions

• Monitor and analyze VOC trends, and performance drivers to support weekly and monthly business publications

• Ability to create and communicate an OMNI understanding of multiple customer listening touchpoints to depict customer friction points 

• Create recommendations to decrease detractors while fostering collaboration with internal stakeholders

Your Life and Career at Saks: 

• Exposure to rewarding career advancement opportunities

• A culture that promotes a healthy, fulfilling work/life balance 

• Benefits package for all eligible full-time employees (including medical, vision and dental). 

• An amazing employee discount 

Thank you for your interest in Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

*The above expected salary range may have some variability based upon factors including, but not limited to, a candidate’s overall experience, qualifications, and geographic location. If you are interested in the role, we encourage you to apply and, if selected to move forward in the interview process, you will have a chance to speak with our recruitment team regarding your specific salary expectations.