DirecciónJob Description
Who we're looking for
The VOC/Customer Experience Insights Analyst provides analytical support and actionable business insights relative to the Customer experience. This individual is analytical, curious, and able to identify and tell relevant stories drawn from data. This role derives insights from both structured (survey) and unstructured (open-ended, text, social) data and various business systems in order to understand the "why" behind the "what" we see happening in our customer data. In this role your deep understanding of data and passion for our customers’ experience will directly contribute to larger action plans that drive customer experience improvements.
What you'll be doing
- Transform data into meaningful insights that can be used to assist in decision making
- Present and communicate ideas and findings in a manner that is understood by a non-technical audience
- Analyze and interpret results to derive customer insights and performance trends
- Analyze customer feedback drawn across sources to identify customer pain points and opportunities to improve and differentiate
- Use customer insights to define and prioritize experience requirements and recommend actions to improve
- Lead regular tagging audits, providing best practices, and trouble-shooting to ensure accuracy
- Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner
- Program surveys across the Customer journey
- Create and implement reports, analyses and dashboards and regularly share with management and related departments,
- Collect, analyze and build report-outs for tracking customer experience performance, using impactful dashboards and effective visualizations that provide measurable information to allow the business to draw conclusions and devise action
- Create and present compelling customer stories using data to include suggestions and recommendations based on thorough analysis and findings
What you bring to the role
Basic Qualifications:
- Bachelor's Degree in Sociology, Market Research, Analytics, Psychology, Data Science, Statistics, UX, or other related field or other related fields
- 1-2 yrs Experience working with tools in the VOC and CX space (research, analysis, insights)
- Expertise in the vendor landscape for VOC research platform solution providers e.g. Qualtrics, Medallia, Clarabridge, InMoment, etc.,
- Problem solving, collaboration, stakeholder management and analytical skills
- Demonstrates superior multi-tasking abilities and abilities to coordinate with numerous stakeholders to drive efforts forward
- Expertise with data visualization and experience management dashboards and knowledge/experience with digital analytic tools
- Solid analytics skills, ability to read and interpret data from multiple sources and deliver actionable recommendations
- Excellent written, verbal and presentation skills
- Strong analytical skills in hypothesis generation and data identification
Preferred Qualifications:
- Different approaches to measuring customer experience (e.g. Net Promoter, Satisfaction, etc.)
- Qualitative and quantitative research methods
- VOC analytical tools and methodologies
- Impact of experience changes on loyalty and business performance across customer groups
- Relationship and financial metrics (cross-sell, product penetration, etc.)
- Customer experience management dashboards
Where We Work:
Hybrid :
Being digital first doesn’t mean we’re digital only. In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our {insert location} office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.
#LI-NG4
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.
