VOC Resource -Voice Of Customer Technical

VOC resource

Location: Piscataway, NJ

Voice of Customer Technical - VOC resource with a research background in customer feedback and perferrably with Medallia VOICE experience.

Expand the ability to support the increasing needs of the Digital and Omni teams with respect to customer feedback. Help drive awareness and adoption of insights.

• Closely partner with stakeholders to understand their roadmaps and goals in order to align VOC initiatives
• Move from monthly/quarterly to weekly/biweekly VOC readouts to accelerate insights provided to partners
• Bring analysis of iOS and Google app store feedback under the Digital VOC umbrella
• Enhance survey strategy beyond DIS and feedback tab, in collaboration with CMI and other partner organizations

Must have:

• Sourcing of VoC data from multiple sources (i.e Medallia, Chat, Glassbox, Abode) and distilling information into actionable strategic insights
• Leverage basic and advanced text analytic frameworks to categorize and quantify unstructured data to answer critical business questions
• Work with product and VoC leads to create and refine keyword identifiers for comment classification
• Ensure comment categorization and sentiment tuning are up-to-date and reflect current customer comment set and fall within proper recall and precision tolerances
• Construct and deliver insightful presentations focused on how to improve the customers’ Digital experience
• Proactively identify customer friction points and work with other analysts in the behavioral and transactional space to quantify issues and opportunities
• Excellent written / verbal communication and presentation skills, with native English language skills to be able to correctly identify nuance in comments
• Ability to work with and leverage unstructured and structured data
• Proficient use of MS Office/Google Suite and related products and ability to present strategic concepts in Powerpoint/Google Slides
• Bachelor's degree or equivalent work experience in Economics, Marketing, Market Research, Analytics, Computer Science, Statistics, or related discipline
• Admin experience with Glassbox / on a system that grew from POC to enterprise-wide
• Unix shell scripting
• Subject matter expertise in elastic search
• Subject matter expertise in Cassandra
• Subject matter expertise in cloud formation scripts / ansible / Jenkins
• Subject matter expertise in javascript
• Experience in auto-scaling infrastructure

Nice to have:

• Query and process voice of the customer data, cluster by theme and identify new key themes using Clarabridge (text mining application)
• 1-3 years experience with text mining tools, SAS, Python, Hadoop, Adobe Insight
• AWS specialty certification on security/architecture
• Tealeaf admin or experience with any competitive products

Glass box : Technical resource with past Glassbox platform experience including technical administration of the tool as well as knowledge of AWS

Help drive the technical functions required to support the Glassbox platform roadmap including security and VZI data access.

Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Sep 07 2021

About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.

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