[Remote] Analyst II, Voice of the Customer

Note: The job is a remote job and is open to candidates in USA. WM is North America's leading provider of comprehensive environmental solutions, seeking a Voice of Customer (VOC) Business Analyst to join their CE Business Solutions Reporting & Analytics team. This role focuses on transforming customer feedback into actionable insights to enhance customer experience by analyzing survey results and operational metrics.

Responsibilities

• Collect/analyze data and collaborate cross-functionally to translate business goals and objectives into actionable insights that drive business decisions
• Measure success and improvements using KPIs and metrics to track customer feedback trends and identify areas for improvement
• Continuously analyze and provide feedback to recommend areas of focus to improve the customers’ service experience
• Provide ongoing support, working closely with stakeholders on education of relevant metrics, improvement opportunities and documentation of findings
• Utilize communication and presentation skills to transform data into actionable recommendations and effectively convey findings to stakeholders at all levels

Skills

• Bachelor's Degree (accredited), or in lieu of degree
• High School Diploma or GED (accredited) and 4 years of relevant work experience
• 3 years relevant experience (in addition to education requirement)
• Effective communicator with the ability to lead and influence others
• PMI Certification
• The ability to navigate ambiguous situations and data with confidence is essential for success in this role
• Experience translating quantitative and qualitative data into actionable recommendations
• Excellent communication and presentation skills, with the ability to effectively convey complex concepts and strategies to stakeholders at all levels
• Maintains focus on end-product
• Utilize a hypothesis-driven approach to problem solving
• Demonstrates adaptability to rapidly changing priorities
• Proficient in Microsoft applications, including PowerPoint, for creating clear, concise, and convincing presentations using mockups, data, and written context

Benefits

• Bonus
• Medical, Dental, Vision, Life Insurance and Short Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation, Holidays, and Personal Days

Company Overview

Company H1B Sponsorship