VOC (Voice Of Customer) Analyst

LG

Huntsville, AL, USA

Full time

Customer Services/Support + Customer Success

Nov 15

At LG, innovation is the foundation of everything we do. We make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we make “Life Good” – from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting.

 

WE ARE CURRENTLY SEEKING OUR NEWEST INNOVATOR TO JOIN OUR DYNAMIC TEAM AS A VOICE OF THE CUSTOMER (VOC) ANALYST.

POSITION SUMMARY

The VOC (Voice of Customer) Analyst will compile, organize, analyze, and interpret information concerning the customer provided data for LG Electronics. The successful candidate will work independently in a fast-paced, time-sensitive environment. Under general supervision, the Analyst will support preparation of business reports for top management on Voice of Customer material, carry out analysis by sensing, measuring, and analyzing data and trends from third party & internal systems covering topics related to all customer journey stages. The analyst will also collaborate with other departments and subsidiaries to develop sensing capabilities for specific operations and functions within the organization. This position will be expected to collaborate with team members frequently via multiple platforms including MS Outlook, MS Teams, SMS, Video Conferencing, and other forms of communication.

KEY RESPONSIBILITIES

  • Analyzing data for inconsistencies or anomalies that drive further causation research
  • Streamlining data collection and analysis procedures to ensure fast access to metrics
  • Generating and reviewing queries and documentation for VOC systems to enable process improvements
  • Attending performance review meetings, project management meetings, and others as requested
  • Create presentations to report findings to team and/or executive leadership

EDUCATION/EXPERIENCE:

MINIMUM REQUIREMENTS:

  • B.S. degree in Business Administration, Data Science, Digital Technologies, Social Media management or any relevant major
  • OR
  •  5 years’ work experience in data analytics and/or data management
  • Advanced Knowledge of both Microsoft Excel & Microsoft PowerPoint
  • Inquisitive nature with self-driven enthusiasm to detect customer journey pain points

PREFERRED REQUIREMENTS:

  • Knowledge and understanding of customer service concepts and technology
  • 2-3 years of experience using a Social Media analytics tool such as Sprinklr or Khoros
  • Excellent communication skills to convey data insights to leadership
  • Advanced knowledge of SQL or equivalent a relational database management system (RDBMS)
  • Advanced knowledge of MS products such as Excel, PowerPoint, and Word

 

LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. 

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