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Job Summary
The Voice of Customer function at Optimum is excited to add a Manager to the team!
As a Voice of Customer Manager, you’ll be tasked with understanding complex customer problems, designing data-driven recommendations, and influencing cross-functional stakeholders to embrace and implement customer-centric solutions. You will work closely with others in the Customer Experience vertical, as well as Product, Engineering, Care, Field, Sales, Business Insights and other teams.
You will play a critical role in the management of a systematic program for sharing the Voice of the Customer, informing business decisions, and improving KPIs. You will lead the day-to-day execution and operationalization of the program in three key areas:
- conduct statistical analyses to identify and track drivers and opportunity areas related to NPS and OSAT;
- be the customers’ advocate and share actionable insights with the business to drive change and improvement in CX;
- manage survey and platform operations.
Responsibilities
- Own Voice of Customer ongoing monthly and quarterly reporting.
- Build and maintain interactive reports and dashboards from multiple data sources in Qualtrics.
- Develop insight reports that go deep into the “why” and track the impact.
- Communicate and translate insights into actionable tasks.
- Lead special projects like implementation of new surveys in Qualtrics.
- Support efforts to continuously innovate survey/feedback methodology.
- Manage surveys and dashboards in Qualtrics as part of a team.
Qualifications
- Bachelor’s degree in Business, Data Science, Analytics, Consumer Insights or Statistics; or equivalent work experience. Masters degree is a plus
- Minimum three years of work experience in the field of Voice of the customer, customer insights, research, customer experience or a related field
- Minimum one year of experience working with Qualtrics, Medallia or another XM platform
- Hands-on experience with statistical techniques: profiling, regression analysis, trend analysis, segmentation
- Expert in crafting decks that tell a story
- Strong sense of urgency and ability to prioritize
- Flexible and adaptive to change
- Well-organized, collaborative, high-energy, driven personality
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $96,020.00 – $153,632.00 /year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
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