Hybrid Voice of the Customer Analyst

at KnitWell Group

• Job title: Voice of the Customer Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $65,000 - $80,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hingham, United States

About the role

• VoC Analyst responsible for enhancing customer experience and driving business growth through data insights across KnitWell Group brands. Analyzing feedback data and providing actionable recommendations.

Responsibilities

• The Voice of the Customer (VoC) Analyst will be instrumental in understanding and improving customer experience across our KnitWell Group (KWG) portfolio of brands and channels (stores, contact center, and e-commerce).
• This role involves collecting, analyzing, and interpreting customer feedback and sentiment data from various sources to provide actionable insights.
• The VoC Analyst will be responsible for assisting in the development and maintenance of regular reporting on customer satisfaction (CSAT) and other key metrics for each channel and brand, enabling data-driven decision-making to enhance customer loyalty and drive business growth.
• Manage daily function and file transfer verification of data to the CSAT/Voice of Customer program for KWG brands while ensuring optimization of the collection of customer feedback through surveys (e.g., transactional, post-interaction), online reviews, social media listening, and other relevant channels.
• Ensures data integrity and accuracy is achieved through regular audits and validation checks.
• Attend regular VoC meetings with KWG business partners to understand challenges within the businesses and incorporate quantitative and qualitative data into VoC reporting.
• Analyze large datasets of structured and unstructured customer feedback using statistical tools and qualitative analysis techniques.
• Identify key themes, trends, and drivers of customer satisfaction and dissatisfaction across brands and channels.
• Develop and validate analytical models to predict customer behavior and identify areas for improvement.
• Assist in the design and development of regular and ad-hoc reports and dashboards on customer satisfaction (CSAT), and other relevant VoC metrics for stores, contact centers, and e-commerce platforms for each brand.
• Translate data insights into practical recommendations for improving customer experience, operational efficiency, and service quality across all channels and brands.
• Partner with business leaders and stakeholders to understand their specific needs and provide tailored VoC insights.

Requirements

• 5+ years of experience in a similar role, preferably within a multi-brand or retail environment.
• Experience in collecting, analyzing, and interpreting customer feedback data.
• Experience with Customer Experience Platforms such as InMoment, Medallia and Qualtrics.
• Strong analytical and problem-solving skills with the ability to mine data across numerous touchpoints.
• Experience with VoC platforms, survey methodologies, text analytics and sentiment analysis tools.
• Proficiency is data visualization for story-telling reporting.
• A desire to understand the why’s in the data and an innate sense of curiosity.
• Passion for the customer.
• Strong communication skills and presentation skills (verbal and written) with the ability to effectively convey complex information to diverse audiences.
• Self-starter who will work independently and manage multiple projects simultaneously.

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.
• Medical, dental, vision insurance & 401(K).
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.