Voice of the Customer Analyst
Adobe
San Jose
hace 3 días

Position Summary

Adobe is looking for an experienced candidate with strong analytical skills to join the Customer Experience (CX) organization.

We are seeking an individual with a proven track record of supporting the growth of multi-channel, conversational customer support analytics initiatives.

This role will focus on the overall ownership, execution, and efficiency of addressing business use cases with text analytics and being the voice of the customer for the CX organization.

The ideal candidate is passionate about customer experience, has experience in text analytics, phenomenal communication skills and will use data to advocate for our customers.

The VoC manager will be responsible for performing critical analyses and delivering actionable insights that will support the development of outstanding customer experience.

S / he will use third party NLP tools to transform our customer conversations into scalable metadata to help understand why our customers need support and how we can best serve them in all our channels.

Responsibilities :

  • Deliver insights projects based on customer conversations to help CX understand customer pain points
  • Partner with stakeholders to develop & execute their text analytics investigations and provide meaningful and timely reporting to track progress
  • Own the continual development, prioritization, tracking, and implementation of VoC goals, strategy and product roadmap
  • Lead the CX organizations text analytics platform roadmap and help user understand the standard methodologies for demonstrating our data
  • Drive accountability among various business units to ensure follow-through on completed analysis & experience dashboard projects
  • Partner with NLP vendor team to communicate Adobe's roadmap and alignment with the tool's capabilities
  • Requirements :

  • Degree in mathematics, statistics, economics or other analytics related field
  • 2-5 years Experience in using data to build metrics, dashboards, and insights that can measure performance and inform decision making
  • At least one year of experience using an NLP analytics tool is strongly preferred
  • Strong communication and interpersonal skills; ability to work across organizations and disciplines
  • Solid ability to creatively use data to solve business problems
  • Experience with data visualization tools like PowerBI & Tableau
  • S / he is highly articulate and makes arguments in a compelling manner. S / he communicates passion, energy and excitement.
  • Ability to frame Experience in measurable ways and comfortable with using data to inform and shape strategy
  • At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on . You will also be surrounded by colleagues who are committed to helping each other grow through our unique approach where ongoing feedback flows freely.

    If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the and explore the meaningful we offer.

    Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

    Reportar esta oferta
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación