Voice Of The Customer Analyst

Descripción del trabajo As a Voice of Customer Insights Analyst, you will analyze and interpret customer feedback to uncover insights into satisfaction, loyalty, and sentiment. Your work will directly inform strategies to enhance the customer experience, address pain points, and strengthen brand perception. You will collaborate with cross‑functional teams to ensure customer feedback drives meaningful improvements. We are looking for someone who is analytical, curious, and skilled at translating data into compelling narratives. In this role, you will work with both structured (survey) and unstructured (open‑ended text, social media, etc.) data, as well as various business systems, to understand the why behind customer behaviors. Your deep analytical expertise and passion for improving the customer experience will help shape actionable strategies that drive real change. Responsibilities Analyze customer feedback from multiple sources to identify pain points and opportunities for improvement and differentiation. Collect and analyze feedback from various customer feedback sources, and use advanced analytics techniques to identify trends, patterns, and insights from customer feedback data. Monitor customer feedback trends over time and track the impact of implemented improvements. Closely monitor customer sentiment through online surveys and customer listening. Dive deep into data to identify root causes of issues, analyze results, and uncover customer insights and performance trends. Maintain and optimize customer survey data, feedback systems, and reporting dashboards for accuracy and meaningful structure. Drive the continuous improvement of data collection and reporting. Develop and implement reports, analyses, and dashboards, sharing insights with management and key departments. Track and analyze customer experience performance using impactful dashboards and visualizations that enable data‑driven decisions. Craft and deliver compelling customer stories backed by data, providing actionable recommendations based on thorough analysis. Ability to work independently and as part of a team, managing multiple projects and deadlines. Minimum Qualifications 3 years of 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. Experienced with attribution modeling and data visualization tools. Experienced with benchmarking and analytic tools across web, brand, and product. 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. Bachelor's Degree in Market Research, Psychology, Data Science, Statistics, strategy consulting, predictive analytics or other related fields. Experience / Knowledge of the following is preferred Market Research or Voice of Customer/NPS measurement experience. Understanding of Customer Experience measurement methodologies, tools, and best practices. Impact of experience changes on loyalty and business performance across customer groups. Excellent analytical skills with the ability to derive insights from customer feedback data. Highly organized, with the ability to manage multiple projects and deadlines effectively. Where We Work Zendesk is not your average tech company. We have all the stuff you'd expect—competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work‑life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top‑notch and welcoming for all. 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 México). Hybrid: 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 local office for part of the week. The specific in‑office schedule is to be determined by the hiring manager. #J-18808-Ljbffr