Customer Insights Manager

Our client is seeking a Voice of the Customer Data and Insights Manager to join our Voice of the Customer team to manage the technical aspects of our lifecycle survey program. The Voice of the Customer Data and Insights Manager manages the development and ongoing maintenance of survey data triggers, systems integrations, and visualization development to enable deep insights that tell our customer’s stories. Collaborating with client leaders across the globe, the Voice of the Customer Data and Insights Manager will skillfully ensure our customers are heard at the right time, in the right methodology, and with surveys that are localized to their specific needs.

Responsibilities:

• Work with stakeholders across the globe to build data triggers that align with our Voice of the Customer Data Strategy.
• Localize surveys in terms of language, dialect, and regional construction-specific terminology.
• Ensure surveys are always triggered on time and resolve concerns expeditiously so that no customer is left unheard.
• Develop closed-loop automation to get survey results in the hands of the client who can affect change from the results.
• Architect our Voice of the Customer Data Mart to simplify data integrations across systems.
• Discover and establish accurate relationships between disparate datasets that enable granular insights.
• Work with stakeholders to develop visualizations that tell the stories behind the data.
• Support client’s global Voice of the Customer (VoC) Program, and partner with cross-functional teams to develop, prioritize, and track program goals.

Requirements:

• Bachelor’s degree or equivalent work experience required
• Demonstrated experience with relational databases and the complexities of establishing data relationships between disparate systems; SQL proficiency required
• A keen eye for accuracy and detail in managing data architecture
• Experience with data visualization tools, Tableau preferred
• Significant knowledge in ETL processes, ability to create and manage your own ETL processes
• Familiarity with systems integration fundamentals
• Demonstrated data architecture experience in a B2B environment, preferred
• Familiarity with DBT processes, preferred- ability and willingness to be the expert on the team
• Qualtrics experience preferred, willingness and ability to learn Qualtrics required
• Independent and curious in nature with a clear ability to recognize where your knowledge limitations are and when you need to seek guidance
• Belief in ownership of your role and take initiative to find opportunities, develop plans that inspire others, and ensure execution through measured results
• Thrive in an environment that encourages openness