Roles & Responsibilities:

• Build and support business and technical processes of our Voice of the Customer surveys and insights programs.
• Manage (end to end) Voice of Customer surveys for new, existing and terminated customers
• Administer client surveys including setting the survey emails to be sent and managing database processes
• Manage and continuously provide updates and reporting on the quality of the survey funnel, including incomplete databases and potential data discrepancies, non-respondents, bounce-back, out of offices low response rates, opt out, drop off rates etc.
• Flesh out recommendations to optimize and improve survey funnel
• Provide the business with regular reports based on the output of Voice of the Customer projects
• Manage all aspects of reporting, creating, developing and maintaining visual reporting dashboards to track key performance indicators (KPIs) and provide actionable insights to stakeholders.

• Continuously look to improve our system to promote better client service and efficiency,
• Monitor and maintain survey inbox
• Utilize data analysis to identify trends, patterns, and opportunities for process enhancements.
• Review manual or ineffective processes which could be automated or enhanced
• Drive changes to existing processes, workflows, and systems to increase efficiency and productivity.
• Keep accurate records of day to day operations, logging incidents and identifying trends
• Create and maintain documentation for team knowledge base.

• 4+ years of experience as a Business Operations Analyst or in a similar role.
• Bachelor’s degree in Operations Research, Engineering, Finance or a related field.
• Exposure to market research surveys or customer insights management tools such as Qualtics, Medallia or similar
• Solid experience writing SQL (Sybase, Microsoft SQL server, Oracle, PostgreSQL).
• Excellent project management skills, including the ability to handle multiple tasks simultaneously.
• Documented process flows using visual aids (ex: MS Visio).
• Solid understanding of Agile methodologies.
• Ability to handle multiple projects with some supervision.
• Proven ability to complete a project from implementation to launch.
• Excellent troubleshooting abilities including root cause analysis.
• Solid understanding of software Development Life Cycle.
• Excellent written and verbal communication skills.
• High attention to detail with excellent organizational and analytical skills.
• Ability to thrive in a fast-paced and dynamic work environment.
• Experience across several analytical tools or languages (e.g., SPSS, Telmar) to deliver analysis and reporting.