Voice of the Customer analyst
Ultimate.ai
Job Description
As a Voice of Customer Insights Analyst, you will analyze and interpret customer feedback to uncover insights into satisfaction, loyalty, and sentiment. Your work will directly inform strategies to enhance the customer experience, address pain points, and strengthen brand perception. You will collaborate with cross-functional teams to ensure customer feedback drives meaningful improvements.
We are looking for someone who is analytical, curious, and skilled at translating data into compelling narratives. In this role, you will work with both structured (survey) and unstructured (open-ended text, social media, etc.) data, as well as various business systems, to understand the why behind customer behaviors. Your deep analytical expertise and passion for improving the customer experience will help shape actionable strategies that drive real change.
Responsibilities
Analyze customer feedback from multiple sources to identify pain points and opportunities for improvement and differentiation.
Collect and analyze feedback from various Customer feedback sources, and use advanced analytics techniques to identify trends, patterns, and insights from customer feedback data
Monitor customer feedback trends over time and track the impact of implemented improvements
Closely monitor Customer sentiment through online surveys and customer listening.
Dive deep into data to identify root causes of issues, analyze results, and uncover customer insights and performance trends.
Maintain and optimize customer survey data, feedback systems, and reporting dashboards for accuracy and meaningful structure.
Drive the continuous improvement of data collection and reporting.
Develop and implement reports, analyses, and dashboards, sharing insights with management and key departments.
Track and analyze customer experience performance using impactful dashboards and visualizations that enable data-driven decisions.
Craft and deliver compelling customer stories backed by data, providing actionable recommendations based on thorough analysis.
Ability to work independently and as part of a team, managing multiple projects and deadlines.
Minimum Qualifications
3 years of Experience working with tools in the VOC and CX space (research, analysis, insights)
Expertise in the vendor landscape for VOC research platform solution providers e.g. Qualtrics, Medallia, Clarabridge, InMoment, etc.,
Problem solving, collaboration, stakeholder management and analytical skills
Experienced with attribution modeling and data visualization tools.
Experienced with benchmarking and analytic tools across web, brand, and product.
Expertise with data visualization and experience management dashboards and knowledge/experience with digital analytic tools
Solid analytics skills, ability to read and interpret data from multiple sources and deliver actionable recommendations
Excellent written, verbal and presentation skills
Strong analytical skills in hypothesis generation and data identification
Bachelor's Degree in Market Research, Psychology, Data Science, Statistics, strategy consulting, predictive analytics or other related fields.
Experience/knowledge of the following is preferred:
Market Research or Voice of Customer/NPS measurement experience
Understanding of Customer Experience measurement methodologies, tools, and best practices
Impact of experience changes on loyalty and business performance across customer groups
Excellent analytical skills with the ability to derive insights from customer feedback data
Highly organized, with the ability to manage multiple projects and deadlines effectively.
Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.