Voice of Customer (VoC) Analyst (R5806)

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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.

Essential Responsibilities

  • Design, build and analyze customer-centric metrics to create insights and recommendations for improving customer experiences, including root cause analysis and modeling “what-if” scenarios.
  • Collaborate cross-functionally to develop standardized reporting and change management processes among CSAT and NPS touchpoints.
  • Leverage and improve existing VoC “close loop” processes and establish performance dashboards to track progress along the customer journey.
  • Conduct monthly reviews on NPS and related customer services metrics with key stakeholders.
  • Partner with the business to prioritize customer experience opportunities and execute them in an agile manner.
  • Collaborate with BU leaders and leverage best practices to enhance customer services VoC roadmap.

Required Skills & Qualifications:

  • At least 2 to 5 years of experience in managing VoC in customer services or related functions preferably in the tech industry.
  • BS / BA required, MBA Preferred
  • Passion for continuously improving the customer experience by working backwards from their needs.
  • Experience developing key metrics and tracking satisfaction across the customer journey.
  • Highly developed data analysis skills and experience analyzing root causes, able to synthesize complex sets of information into simple messages for broader stakeholder consumption.
  • Strong interpersonal skills including ability to communicate complex ideas and use networks to acquire relevant information.
  • Demonstrated ability to collaborate with internal and external stakeholders in driving VoC and related metrics.
  • Proven ability to adapt and manage effectively in a fast paced challenging environment and manage multiple, and oftentimes competing, priorities.
  • Exceptional communication skills – both written and verbal – and active listening skills.
  • Deep knowledge of survey and reporting tools i.e Qualtrics or equivalent required.
  • Basic understanding of SQL, Tableau or equivalent.

Additional Information - We Take Care of Our People

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.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match donations 1:1 up to $1500 USD (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love.
  • Embracing parenthood with minimum of 16 weeks of parental leave

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.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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