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Senior Voice of Customer Analyst

Posted 8 months ago

Title: Senior Voice of Customer Analyst

The Role: The Voice of the Customer Senior Analyst will be responsible for understanding customer sentiment and feedback across multiple touchpoints, moments of truth, and journeys. This person will both individually and, in partnership with the CX Analytics team, surface pain points and emerging trends for root cause analysis.  They will also conduct analysis on the direct customer feedback to identify trends and assign value to the insights for prioritization and action. In this role, the Sr Analyst will work directly with the Digital Domain heads, their teams, and other key stakeholders to share the actionable insights to influence and shape the Digital strategy and achieve financial goals. This individual will also participate, along with their manager the technology and capabilities lead, to build a robust VOC platform roadmap to ensure the data is robust and the customer touchpoint strategy is optimized. 


The Responsibilities

  • Contribute to the creation of a best-in-class journey insights program and strategy by partnering with key stakeholders and their manager to develop the voice of the customer strategy.
  • Establish and lead regular communication routines to share insights and lay out domain-specific priorities. 
  • Collaborate and execute on the Insights organization’s strategy and vision in partnership with our Domain heads and other related functions, like Operations, Design, and Enterprise Analytics.
  • Partner directly with key stakeholders and the Digital Domains to provide actionable insights, inclusive of identifying trends in sentiment and feedback themes and quantifying value and scale for impact.
  • Responsible for executing analysis using the tools and data available relative to those customer experiences, using both tool-based analytics and coding languages, like SQL.
  • Produce compelling visualizations and insights to tell the story of the journey and domain.
  • Communicate those insights clearly and appropriately throughout the organization.

  • Bachelors degree
  • 2+ years of experience
  • A curiosity-mindset and ability to identify patterns in data
  • Collaborative partner working across functional areas
  • 2+ years in Medallia
  • 1+ years in SQL
  • Ability to understand and interpret databases and back-end data systems for optimal usage and application
  • Proficient in Tableau and Excel as it relates to visualizing data and reporting  
  • Strong presentation skills, both verbal and written
  • 2+ years’ experience in digital analytics
  • Creative problem solver
  • Commitment to implement strategic vision of organization
  • Passionate about the voice of the customer


Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.