At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.
Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.
The Customer Experience, Voice of Customer (VoC) Analyst will be responsible for driving programs to improve customer experiences across new and existing offerings at Elastic. They will also manage identifying, recommending, and resolving root causes to improve overall customer satisfactions measured by Net Promoters Score (NPS). The VoC Analyst will use data to generate insights & discover problems, diving deep into our survey reports to tease out actionable insights and trends, helping to drive adoption of VoC data across the organization while also driving our strategy around key CX metrics. At the core of this role, will be to establish, preserve or restore customer loyalty through timely response to requests for call-backs from cross-functional customer survey, single customer corporate escalations, and contact center escalations for final resolution.
Required Skills & Qualifications:
As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.
We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.
Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.
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