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Senior Voice Of Customer Specialist VOC

Date:  Sep 19, 2021
Location: 

Berlin, DE, D-10587

Company:  Vistaprint

The VoC (Voice of the Customer) function sits withing the CARE Continuous Improvement teams and is responsible for identifying, communicating, and escalating issues that negatively impact the customer’s overall experience with Vistaprint. The role we’re looking to fill will work globally and will serve as an important pillar of their assigned LOB (Line of Business).

The incumbent will define the scale and impact of customer issues, streamline communication to relevant teams and monitor progress through to resolution. This position is also directly responsible for providing input to stakeholders relevant to any changes that are customer facing including but not limited to product launches, overall product offering, services, and site updates. In this position, you would also maintain a backlog of issues related to the LOB, along with the business or customer impact for these items, to enable the LOBs or other stakeholders to prioritize improvements in a structured manner.

The Sr. VoC Specialist serves as an expert of the Vistaprint and Promotional Products brand(s) and its product offerings. You would represent the voice of the customer to drive continuous improvement of the overall customer experience. In this position, you would interact primarily with the CARE operational teams, Customer Experience, DnA, Product, Marketing, Pricing, Taxes and Logistics as needed for locales supported in one of our international contact center sites (BER, MNL, MBY, TUN, VEN).

 

 Main responsibilities:

  • Manage a continuous cycle of feedback solicitation, issue prioritization and resolution communication in collaboration with Operations teams
  • Use customer feedback and Voice of Customer insights to appropriately escalate findings in response to defined business goals
  • Create clear and compelling service enhancement stories that drive action with relevant teams to improve the overall customer experience with our site
  • Serve as the assurance expert for defined locales by reviewing test experiences and providing specific feedback back to the teams
  • Maintain strong collaborative relationships with key stakeholders – Social Media, Problem Management, CE, CRM, Logistics, Marketing and Pricing teams
  • Leverage existing feedback loops to provide relevant stakeholders with real-time customer reaction to large scale site changes and/or tests
  • Collaborate with Analytics as needed to facilitate data capture and input to VoC presentations
  • Ensure quality and consistency of all supporting data sources when championing an initiative
  • Engage cross-functional partners during the design, implementation, and analysis of VoC data and creation of dashboards and reports
  • Maintain a VoC project plan of initiatives for their assigned LOB
  • Serve as the communication gatekeeper for local teams providing closed-loop feedback for issues identified by the center; this includes providing context and recommendations based on unique market considerations especially when the issues cannot be resolved
  • Minimal Travel may be required

 

 

QUALIFICATIONS

 

Essential

  • A truly customer-centric mindset and the unreserved desire to inspire customer loyalty and to deliver service excellence
  • Bachelor’s Degree, preferably a business or communications related major, or similar educational background
  • Excellent verbal and written communicator
  • Advanced knowledge of Microsoft Excel and PowerPoint
  • Team player with strong collaborative skills who is open to new approaches.
  • Inquisitive approach to work and seeks to understand the “why?”
  • Proven ability to work independently and deliver results or complete projects results within defined timeframes
  • Ability to handle difficult situations, problem-solve and find creative resolutions
  • Strong desire to continuously improve processes and services
  • Fluency in English is mandatory, spanish knowledge is desirable
  • Proficiency in one or more languages where required in the assigned Line of Business (e.g. spanish)

 

 

Desirable

  • Proficiency in Vistaprint products, services, and processes
  • Previous experience analyzing consumer behavior/feedback (NPS or CSAT) in an ecommerce capacity desired
  • Proficiency with survey tools such as Qualtrics
  • Excellent project management skills - detail oriented, Self-motivated, and thorough
  • Experience with Lean or Six Sigma a plus
  • Advanced knowledge of Microsoft Excel and PowerPoint
  • Prior experience with social media and/ or digital platforms a plus

 

We are looking forward to receiving your application!

 

 

Equal Opportunity Employer:
Vistaprint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.


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