8 days old
2018-01-122018-02-09

Voice of Customer Analyst

Bernards, NJ 07920
  • Job Code
    592990
  • Payrate
    $75,000 To $100,000

Actively searching for a Voice of Customer Analyst to join our Digital Operations team. This position requires a background in quality assurance and testing and thorough knowledge of digital practices - both technical and business. The qualified candidate will manage the identification and timely resolution of production issues through the repeated analysis of customer feedback.



  • Review and prioritize customer feedback.
  • Drive a matrixed team comprised of business users, developers and other technology partners outside of your direct team, across a broad range of business functions, and at all levels of the organization
  • Follow issues along a technical and/or business process workflow to define a problem and solve it.
  • Generate daily/weekly/monthly reports that showcase prioritization of identified issues, average time to close rate, breakdown of overall severity, impact to business, etc.
  • Translate customer feedback to business impacts and work with broader teams for root cause and resolution.


What we're looking for...


You'll need to have:



  • Bachelor's degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience with website and digital production support and/or QA testing specifically with voice of customer issues.
  • Experience working in the digital space with knowledge of website and mobile customer journeys.
  • Knowledge of digital platforms, including: Adobe Experience Manager, Adobe Target, Tealeaf, Dynatrace, Opinionlab.


Even better if you have:



  • A degree.
  • Display initiative and resourcefulness in achieving goals but also comfortable brainstorming and sharing ideas in a team environment.
  • Ability to perform well under deadlines and be detail-oriented.
  • Experience working in an agile / scrum development environment.
  • Excellent communication skills with the ability to speak effectively to both internal and external stakeholders.
  • Demonstrated leader who can effectively own and prioritize multiple work streams as well as adapt during sometimes pressured situations.
  • Ability to relate a technical issues to business impact (and vice versa); drive needed results.
  • Ability to fully understand and navigate back-end engineering processes and information.
  • Experience partnering across multiple business, engineering and product teams.

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Voice of Customer Analyst

Randstad Technologies
Bernards, NJ 07920

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Randstad Technologies
Bernards, NJ
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