Sr. Voice of the Customer Analyst – Global Distribution Enablement

Requisition Number: 52817

Position Title:

External Description:

About this position

The Sr. VOC Analyst enables business partners to access VOC platforms and correctly interpret customer feedback data. These insights are fundamental to understanding our clients and improving their experiences.

They are a subject matter authority in VOC technical platforms, including Qualtrics & Clarabridge, which includes but is not limited to: configuring surveys, providing dashboards and system alerts for segment managers, and monitoring and analyzing VOC as well as adjacent data sources (web analytics, web session recordings, text analytics, etc). This individual will also maintain strong business relationships, and partner with key decision makers across the firm to enhance VOC capabilities in order to reflect their evolving strategies and operational needs.

They utilize large sets of customer data and insights for trend analysis, including survey feedback, web analytics, operational data (e.g., from call centers), social media, web session recordings, and text analytics. They perform analysis by aggregating data and developing recommendations. They present inputs that will help influence meaningful change!

Role Summary

Use industry, product and target audience knowledge to synthesize and aggregate sophisticated market research to advise differentiated product, pricing and positioning decisions. Provides recommendations on the definition of research goals and design of research methods. Conducts analysis and reports results, often to senior audiences. Project manages research projects including guiding partners. Has an in-depth understanding of available data sources and can appropriately use systems, databases, etc. to develop theories, describe characteristics, and explain motivations behind market behaviors and environments. Assesses and leads a variety of vendors.

Responsibilities

Works with large datasets and data structures for statistical and trend analysis. Conducts research, performs data mining, synthesizes a wide range of information and data sources, creates and delivers executive presentations, and creates databases. Bring to bears internal and external databases, public websites, and news outlets for purposes of data analysis and aggregation. Partners with more senior associates develops recommendations for partners. May engage with clients in partnership with sales and marketing partners.

Uses sophisticated statistical methods to examine and analyze data on clients and the marketplace to support business development, segmentation analyses, sales strategies, and special projects. Determines possible strategies for specific segments based on collected and analyzed data.

Create supporting exhibits (tables, graphs) for leadership and key partner presentations. Leads research projects of moderate scope and coordinates findings into presentations for senior leaders.

Collaborates with management to establish research/analytical methodologies for the area/department in support of new business development and retention of existing revenue streams.

Maintains knowledge of industry trends and competitor offerings. Works with relationship managers and product development to assess the market feasibility of new offerings to the market.

Qualifications

Required

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 5+ years of total relevant work experience

Preferred

• 2-3 years CX Measurement (VOC) experiences, particularly with Qualtrics (or another survey platform vendor) and Clarabridge (or another Text Analytics platform vendor)
• Prior experience or thorough understanding of the Financial Services industry
• Strong analytical skills and able to identify and resolve problems
• Strong technical aptitude and interest in using the VOC technology platforms
• Proven mastery in one or multiple TRP business areas with an emphasis on: client needs, policy and procedure
• Able to develop alternative solutions to sophisticated problems and recommend the best solution to the business and project teams
• Strong consultative and influence skills
• Excellent verbal and written communication skills
• Ability to see opportunities to improve performance, mentor others and design solutions to enhance performance
• Effective collaboration skills and ability to build strong relationships while balancing multiple client needs
• Has excellent product, market, and competitor knowledge

Job Family Group: Marketing & Communication

Job Family: Market Research

Track and Level: KM3

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Community / Marketing Title: Sr. Voice of the Customer Analyst – Global Distribution Enablement

Company Profile:

Location_formattedLocationLong: Colorado Springs, Colorado US

CountryEEOText_Description: Commitment to Diversity, Equity, and Inclusion: We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day. Benefits: We invest in our people through a wide range of programs and benefits, including: • Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions • Flexible and remote work opportunities • Health care benefits (medical, dental, vision) • Tuition assistance • Wellness programs (fitness reimbursement, Employee Assistance Program) Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates’ well-being and addressing the needs of our clients, business, and communities is unwavering. T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.