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Voice of the Customer Analyst

Job Title

Voice of the Customer Analyst

Job ID

27671196

Location

Kingwood TX US 77339

There’s a reason Insperity was ranked in the top 3% on WorkplaceDynamics’ National Top Workplaces list and named one of the top 100 companies to work for in the U.S.

Want to work for us and find out why?

As a trusted advisor to America’s best businesses for more than 35 years, Insperity provides an array of human resource and business solutions designed to help improve business performance. In addition, we provide the client company and their worksite employees with a wide array of value-added benefits and services.

Insperity offers a competitive compensation package and a world-class benefits package, including 19 days paid time off, 9 paid holidays, medical, dental and vision benefits, 401k and tuition reimbursement. At Insperity, we’re committed to providing a positive work environment, and to helping our employees succeed both personally and professionally.

Voice of the Customer Analyst

We are currently seeking a Voice of the Customer Analyst to join our team. 

Summary

This position is responsible for contributing to the Voice of the Customer team by assisting with the enterprise Voice of the Customer initiative across all Insperity business segments.

Essential Functions

Under general supervision and much decision-making:

  • Works closely with the Voice of the Customer team conducting client interviews to achieve an understanding of the client experience across the customer lifecycle.
  • Analyzes large amounts of raw data to gain subjective client experience insights.
  • Assists in writing and delivering account-level thematic analysis based on client feedback for all Insperity business segments.
  • Executes capture, coding, and analysis of client feedback into the qualitative data mining platform to ensure enterprise can fully leverage Voice of the Customer data and insights.
  • Supports execution of summary reporting on key topics of priority for enterprise (technology, Strength, Weakness, Opportunity, and Threat Analysis, etc.).
  • Identifies opportunities for improvement through analysis and gathers insights that will enable Insperity to deliver an exceptional customer experience.
  • Supports the Enterprise Analytics team on various efforts.

Education/Experience Requirements

  • Bachelor’s Degree in Business, Psychology, Communications, English is required.
  • Three to five years of related data analysis experience is required.

Knowledge/Skills

  • Possesses strong writing skills.
  • Functional knowledge of qualitative research methodologies and data analysis.
  • Functional understanding of data analysis concepts associated with unstructured data.
  • Demonstrated analytical, statistical ,and critical thinking skills.
  • Exhibits a passion for learning and continuous improvement. Takes responsibility for acquiring new skills and broadening knowledge.
  • Strong customer service skills and ability to work independently as well as in a team environment.
  • Project management skills and experience in managing multiple projects and activities in an efficient and timely manner; able to operate and deliver to deadlines.
  • Independent judgment to resolve a high volume of issues and inquiries with speed and accuracy, demonstrating effective problem-solving skills and maintaining confidentiality.
  • Communicates clearly, accurately, and concisely both verbally and in writing to a wide variety of stakeholders.
  • Possesses a highly collaborative work style.
  • High degree of attention to detail.
  • Intensely curious with proven ability to conduct executive interviews.

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.