Job Description

Western Digital

The next big thing in data is you!

We have a unique opportunity for an individual to define and build out a completely new Voice of Customer (VOC) program for both the B2B and B2C e-commerce businesses at Western Digital.

In this role, you will be responsible for defining both our near-term goals, and our long term strategy for e-commerce VOC at Western Digital, all in the service of the primary mission, providing our stakeholders with the insights they need to improve the digital customer experience (CX), as measured by customer satisfaction (CSAT), our benchmark CX KPI.

The successful candidate will be an expert in customer analytics and survey research, with a dual strategy/tactics mindset, able to both set goals for scaling the program, and break those down to monthly, weekly, and daily tactical tasks, programs, and projects.

This role is perfect for someone who is empathetic, able to see (and defend) situations from the customers perspective, and a wizard with data.

We're looking for someone...

* Excited to use data to find new customer pain points and service improvement opportunities for e-commerce and digital marketing
* Comfortable acting in a consultative role to multiple stakeholders (active listening, soliciting information to ensure the business problem is clearly understood)
* Comfortable presenting performance KPIs, KPI trend drivers, and data-driven customer insights to project leaders and executives, and more importantly, taking detailed questions from an audience that is often seeing VOC data for the first time
* Proven ability to synthesize insights across various data sources
* Initiative to design a research project (survey / feedback questions) to gather more data, when either you discover a material research question, or receive one from a stakeholder
* Attention to detail to provide accurate and high quality reporting (recurring, ad-hoc) of CSAT and survey results data, respond to inquiries about reports, or requests for segmented results
* Ability to work independently and within groups, prioritizing and managing both self-directed work / on-going reporting programs, and research projects for client stakeholders

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Measuring the impact of digital experience changes on customer satisfaction (CSAT) scores
* Analyzing the data, identifying the narratives behind our recent CSAT trends, or the data-driven actionable insights available for a business questions, and presenting relevant findings and recommendations to the correct audience, to improve CSAT metrics over time
* Enrich your analysis with cross-channel supplemental data sets (UX Research, support, mouse-cursor heatmaps, session replay, etc.), and synthesize a mix of qualitative and quantitative data into compelling narratives that answer business questions
* Explore and develop novel analytic solutions to address current business needs and limitations (e.g., customer need insights, anomaly detection, impact forecasting, goal forecasting)
* Help identify gaps in CX measurement across the complete eed customer journey to maximize visitor engagement, cart adds, account creation, up-sale, purchase, product support, account management, and retention
* Collaborate with VOC team, vendor, and stakeholders to:
* Update surveys and evolve survey methodology. Potential methods include short-term/long-term surveys, event-triggered prompts, live chat prompts, and A-B testing scenarios
* Monitor quality of data collection, and implementation of VOC touchpoints as the program grows
* Provide training to client stakeholders on vendor tools as required

REQUIRED:

* Bachelor's degree or higher in a related field (e.g., sociology, psychology, market research, business intelligence, statistics) preferred
* 2+ years of related experience in customer behavior-focused roles (e.g. Voice of Customer, UX Research, Market Research, Primary Research, Customer Insights / Analytics)
* Experience with digital analytics, usability best practices, and user research.
* Experience in designing surveys that result in actionable insights.
* Advanced analytics abilities within Microsoft Excel
* Experience with web analytics tools, such as Adobe Analytics, Mouseflow, Session Replay
* Experience applying statistical techniques, and working knowledge of statistics concepts
* Strong interpersonal skills, and the ability to build trust and partnerships with client stakeholders

SKILLS:

* 1+ years experience managing a vendor relationship in VOC (Foresee, Qualtrics, Medallia, etc.)
* Experience with UX Research and remote user testing tools (e.g., UserTesting.com)
* Demonstrated experience with either predictive analytics or text analytics

ABOUT WESTERN DIGITAL

The future. Its on you. You & Western Digital.

Weve been storing the worlds data for more than 50 years. Once, storage was the most important thing we could do for data. Now, were helping the world capture, preserve, access and transform data in a way only we can.

The most game-changing companies, consumers, professionals, and government organizations come to us for the technologies and solutions needed to bring meaning and value to their ever-increasing diversity of data.

But we cant do it alone. Todays exceptional data challenges require your unique skills. You can be the next big thing in data.

Western Digital data-centric solutions are comprised of the Western Digital, G-Technology, SanDisk and WD brands.

Western Digital is an equal opportunity employer.

Western Digital does not discriminate on the basis of race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a persons gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the persons assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the Equal Employment Opportunity is the Law poster.

Western Digital participates in the E-Verify program in the US. For more information click here. Este empleador participa in E-Verify.

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