Senior Analyst, Voice Of Customer Insights
Вакансия напрямую с сайта из расширенного списка "глобальных компаний для русскоязычных специалистов" - туда входят компании с восточно-европейскими корнями.
Обычно нужен английский ~B2 и локация вне РФ/РБ (и/или ИП). Может требовать VPN для доступа
Описание вакансии
TL;DR
Senior Analyst, Voice of Customer Insights: Gathering, analyzing, and transforming customer feedback into actionable insights to drive measurable improvements in customer experience and retention with an accent on data visualization and trend identification. Focus on ad hoc analysis, collaborating with cross-functional partners, and continuously enhancing VoC data collection practices.
Location: Fluency in English as a working language is required for this position.
Company
's commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.
What you will do
- Gather and analyze feedback data from multiple sources (NPS, CSAT, CES, surveys, text/speech analytics).
- Design and manage reporting dashboards (Power BI, Tableau) to visualize insights.
- Translate data into actionable insight reports for leadership and stakeholders.
- Track the effectiveness of closed-loop feedback actions.
- Collaborate with cross-functional partners to surface insight gaps and propose new feedback mechanisms.
- Conduct ad hoc deep dives and analysis projects as needed.
Requirements
- 4–6+ years in Customer Insights, Data Analytics, Business Intelligence, or CX Strategy.
- SQL skills, and willingness to learn new tools and data systems.
- Proficiency with BI visualization tools (Power BI, Tableau) and data analysis in Excel.
- Familiarity with CX measurement methodologies (NPS, CSAT, CES).
- Analytical thinker with a passion for finding patterns in customer behavior.
- Attention to detail and data quality.
Culture & Benefits
- Flexible hybrid environment.
- Genuine career opportunities.
- RSU program.
- Unlimited paid time off policy.
- Flexible working policy.