Job Description:
Job Description/Responsibilities
- Manage and optimize ‘voice of the customer’ CX feedback program across all platforms
- Manage Closed loop feedback process by using Qualtrics ticket/action planning workflows and help grow awareness of the same
- Capable of end to end survey implementation including analysis
- Identify customer pain points and drive experience improvements by performing text and sentiment analysis.
- Capable of bringing together various research and statistical models such as natural language processing, data mining and text mining, to integrate customer sentiments with actionable business strategies.
- Link customer experience to business operations (Service metrics, Customer demographics, Org Changes and so on)
- Collaborate with the wider business to continuously improve our customer experience and customer understanding
- Analyze and cascade regular reports on customer insights to drive action and decision making
Skills
- Deep understanding of Qualtrics (Surveys, Custom Dashboards, Text IQ and Ticket workflows)
- Experience in primary research, secondary research and Analytics
- Good understanding of reporting tools, Advanced Excel and statistical analysis (Correlation, Regression and Value/Impact Analysis)
- Sound storytelling skills and ability to create impactful PowerPoint presentations.
- Excellent communication skills (both verbal and non-verbal)
- Excellent client management skills and able to work with multiple stakeholders and teams
Location:
This position can be based in any of the following locations:
Chennai, Gurgaon
Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday
