ANALYST, VOICE OF CLIENT (VOC) AND CX MEASUREMENT

Job description

POSITION OVERVIEW

The Analyst, Voice of Client and CX Measurement is a valued member of the Client Experience team within our Marketing division. This role plays a crucial part in ensuring that the client’s voice is accurately captured, understood, and analyzed across the organization.

The Analyst will support the execution of tactics and surveys of our VoC program and will contribute to the design and the programming of surveys and listening posts, as well as the data processing and various in-depth analyses.

This role is a great opportunity for individuals who are passionate about client experience and looking to grow their career in a client-centric organization.

CHALLENGES TO BE MET

In collaboration with the Senior Analyst, VoC and CX Measurement: program the various ongoing VoC surveys on BDC’s VoC platform and make any new changes to each survey (add/remove questions, change survey logic, program new questionnaires in French and English, etc.).

Ensure ongoing monitoring of the performance of the surveys on BDC’s VoC platform (ex: response/completion rate) and consistent execution of our orchestration processes (ex: business rules, quotas, weighting factors, etc.).

Regularly (weekly/monthly/quarterly) perform the collection, validation, and analysis of VoC data (statistical analysis and data processing of survey results – using SPSS, Q Software, or other statistical analysis tools).

Publish monthly results and update various CX Dashboards and reports.

Monitor client feedback for emerging patterns and trends in CX results.

Root Cause Analysis: Investigate common client complaints and issues to understand underlying causes.

Produce regular reports and share insights based on text/sentiment analysis.

Feedback Loop: Track the impact of changes made in response to client feedback and identify when adjustments/revisions are necessary.

Respond to ad hoc requests for additional CX data, analyses and information.

Troubleshoot the new VoC platform when needed, support teams across BDC.

Work closely with colleagues from Marketing, Research and Intelligence, Client Analytics, and other departments to ensure CX data and VoC analyses are adequately shared.

WHAT WE ARE LOOKING FOR

University degree in statistics, social sciences, marketing, administration or other relevant field.

At least 3-5 years of experience in a similar position, i.e. a research/analyst position using surveys as data collection methods and in which the candidate has performed the tasks listed above or similar tasks.

Experience in a marketing research firm and/or with a VoC plarform a strong asset.

Experience in B2B research (more specifically with small and medium sized businesses) an asset.

Excellent analytical skills, rigor and high attention to detail.

Excellent teamwork and collaboration skills.

Excellent organizational, planning and priority management skills.

Strong ability to work under pressure and meet tight deadlines.

Excellent quantitative analysis skills and proficiency in statistical data processing software; SPSS and/or Q Software or other statistical analysis tools’ knowledge is essential.

Bilingual in English/French

Job posting period

Until 2024-08-20