Analyst II, Voice of the Customer

Analyst II, Voice of the Customer

Empresa: WM. I. Job Summary We are seeking a Voice of Customer (VOC) Business Analyst to join our CE Business Solutions Reporting & Analytics team. In this role, you will transform customer feedback into clear, actionable insights that help the organization understand how our employees, processes, and policies shape the customer experience. You will analyze survey results alongside operational and financial metrics to identify trends, diagnose drivers of customer sentiment, and highlight opportunities to improve satisfaction, efficiency, and business outcomes. This role partners closely with cross-functional teams to ensure customer insights are translated into meaningful action and measurable impact. II. Essential Duties and 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 III. Qualifications A. Required Qualifications - 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) B. Preferred Qualifications - PMI Certification C. Other Knowledge, Skills or Abilities That Contribute to Success Required: - Effective communicator with the ability to lead and influence others. D. Other Knowledge, Skills or Abilities That Contributed to Success Preferred: - The