Voice of the Customer (VoC) Analyst

Voice Of The Customer (Voc) Analyst

The Voice Of The Customer (VoC) Analyst will be instrumental in understanding and improving customer experience across our KnitWell Group (KWG) portfolio of brands and channels (stores, contact center, and e-commerce). This role involves collecting, analyzing, and interpreting customer feedback and sentiment data from various sources to provide actionable insights. The VoC Analyst will be responsible for assisting in the development and maintenance of regular reporting on customer satisfaction (CSAT) and other key metrics for each channel and brand, enabling data-driven decision-making to enhance customer loyalty and drive business growth.

Customer Feedback Collection :

• Manage daily function and file transfer verification of data to the CSAT / Voice of Customer program for KWG brands while ensuring optimization of the collection of customer feedback through surveys (e.g., transactional, post-interaction), online reviews, social media listening, and other relevant channels.
• Ensures data integrity and accuracy is achieved through regular audits and validation checks.
• Attend regular Voc meetings with KWG business partners to understand challenges within the businesses and incorporate quantitative and qualitative data into Voc reporting.

Data Analysis and Interpretation :

Reporting and Visualization :

Actionable Insights and Recommendations :

Stakeholder Collaboration :

Tool and Technology Management :

You'll Bring To The Role :

Benefits :

Preference is to base this position out of one of our KnitWell Offices in either Etna, OH, Knoxville, TN, Hingham, MA or Ft Myers, FL, on a hybrid work format, but this position can also work remotely. Occasional travel to a company office may be required.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact myHRSupport@knitwellgroup.com. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company's business. The Company will not revoke or alter a job offer based on an applicant's request for reasonable accommodation.