As a VOC analyst at SCOR, you will play a key role in shaping our client experience in an industry based on long term relationships and trust. Your primary responsibility will be to collect, analyze, and translate customer feedback into actionable insights to drive better decision-making and improvements in our processes, communication and overall relationships.Â
You will work closely with cross-functional teams from all geographies and be responsible for delivering insights to various key stakeholders.
Support the Voice of Client program process & operational execution to collect customer feedback from online or in-person channels.
Design, update and execute customer surveys to gather relevant data using VoC tool (Survey monkey).
Implement the new VoC tool and set up VoC process moving forward:
Design and internal roll out of the VoC tool
Integration with Client Relationship Management (CRM) tool (Salesforce)
Develop user guide, train and support users. Generate report extracts in CRM tool and establish best criteria to use based on targeting criteria identified with the business. Design, update and execute VoC campaigns using marketing automation tool (Pardot). Follow and develop reporting for VoC campaigns monitoring and provide continuous recommendations for improvement. Ensure optimal client data quality: lead data cleanup work with business teams and CRM manager year-round. Leverage post-survey collected data and/or outsourced data to enrich and update the client and broker database. Analyze survey data -Â Translate raw data into actionable insights and make recommendations for action to enhance the client and broker experience. Develop dashboards in survey tool as well as presentations slide decks - Deliver reports for various stakeholders. Own survey history storage, clean up post survey, data security, etc.
Lead data collection and analysis around VoC:
Analyze customer data to identify trends, patterns, and areas for improvement.
Propose KPIs to monitor the impact of changes made in response to customer feedback and iterate as necessary.
Stay updated on industry trends and emerging best practices in B2B customer experience.
Help foster internally a customer-centric mindset and contribute to the change management involved.Â
Assist with Communication on VoC program: use VoC results as marketing levers to develop content using several formats and internal channels (videos, memos, document and share best practices, ensure knowledge sharing etc.)Â
Capture learnings and ensure a continuous improvement of the VoC process.
Required experience & competencies
• 3 to 5 years of proven experience as a VoC analyst, client data analyst, or in a similar role in B2B
• Proficiency in Excel and data visualization tools (e.g. Tableau, Power BI) to create compelling reports and dashboards.
• Proven influencing and communication skills to convey insights to different teams and stakeholders
• Excellent problem-solving abilities and attention to detail
• Familiarity with survey design and customer feedback platforms, survey monkey preferred, Ms Forms etc
• Tech-savvy, with experience in CRM systems and VoC software. Salesforce experience preferred
• Knowledge of the financial sector would be appreciated
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Required EducationÂ
· Master’s degree in business, marketing, data analytics, or a related field, business school…
