Role Overview
Support the collection, analysis, and quantitative monitoring of customer voice in various touchpoints, generating reports and insights that allow us to know their experience and prioritize improvement opportunities.
What You Will Do
Support the implementation of measurement instruments (surveys) to collect quantitative insights from customers in various touchpoints (transactional, journey, and relational). Provide support to the development of analysis tables and democratization of customer voice results, deepening the results to understand what happens, the underlying reasons, and solutions.
Why It Might Be a Fit
Detect proactively pain points and negative trends through various touchpoints, generating alerts for immediate action. Assist in the analysis and interpretation of quantitative insights through descriptive and multivariate analysis.
Requirements
- Graduate or bachelor’s degree in Industrial Engineering, Administration, Psychology, Computer Science, or related fields
- Minimum experience of 1 year in Customer Experience (CX) or Voice of the Customer
- Qualtrics / Medallia VoC platforms
- Advanced Excel and Power BI management
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