Customer Insights Analyst Job in Khoros

Customer Insights Analyst

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Job Summary

At Khoros, our passion is to help the world s best brands create customers for life. We build products we re proud of, and we re passionate about customer success. As part of the Vista Equity family, you ll receive best in class development opportunities and the ability to work with customers like Samsung, HP, Sony and Visa.

The Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for customer service, social support and social media marketing teams to listen, respond and act on customer conversations creating deep relationships and fostering brand loyalty and advocacy.

Khoros is seeking an experienced Voice of the Customer Analyst to join the Customer Experience team. We are looking for someone motivated and customer-obsessed to play a central role in developing and enhancing our Customer Insights programs. The ideal candidate will be someone who is able to communicate well cross functionally with colleagues, competent in managing multiple projects at once and able to analyze and distill complex information into easily digestible content.

Responsibilities

  • Manage the development, delivery and analysis of B2B surveys across an enterprise customer base and global organization.
  • Continuous development of NPS, CSAT, CES and feedback surveys at key points in the customer journey and regular cadences.
  • Develop strategies and programs to increase response rate and garner additional insight.
  • Use Khoros proprietary customer feedback platform to find insights, spot themes, share with teams, and influence recommendations.
  • Compile, analyze, interpret, and present complex data related to current and future operation
  • Manage the distribution of department-specific feedback, cross functional priorities and company wide strengths and opportunities.
  • Act as a hub between customer feedback and internal stakeholders to answer business critical questions
  • Provide recommendations for departments to close the loop with our customers, and build automated programs that support internal teams to follow up with customer responses

Requirements

  • 2+ years of experience in a Voice of the Customer, Customer Feedback or Customer Insights role
  • Strong proficiency in Excel or Google Sheets (advanced formulas, pivots) and CRM experience preferred
  • Deep understanding of NPS, CSAT and CES - how to calculate and interpret
  • Solid analytical skills with an ability to gather, analyze, and synthesize critical information to objectively create and support recommendations
  • Ability to manage multiple complex projects, set timelines and hit deadlines
  • Passion for addressing customer feedback and improving the customer experience
  • Strong interpersonal skills with awareness of processes
  • Excellent English written, communication, and presentation skills (communicate your insights)
Experience Required :

Minimum 2 Years

Vacancy :

2 - 4 Hires

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