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Senior Voice of Customer Specialist (VOC)

Date:  Sep 27, 2021
Location: 

Tunis, TN, 1053

Company:  Vistaprint

The VoC (Voice of the Customer) function is part of the centralized global Continuous Improvement team, and sits within the Customer Advocacy, Relationships and Engagement (CARE) arm of Vistaprint.  The VoC function is responsible for identifying customer experience issues, then communicating and escalating issues.  The resolutions for these issues can sit with global and/or local teams.   With a primary focus on customer issues experienced within your assigned LOB (Line of Business), which for this role will be to represent two key businesses: Digital and Design Service Experience.  To be successful in this role, you’ll leverage customer feedback data to drive efficiency and improvements to the end-to-end customer journey.

The Senior VoC Specialist will assist in defining 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.  They will also support operations as a point of contact and maintain a backlog of issues related to their 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. S/he represents the voice of the customer to drive continuous improvement of the overall design service and digital customer experience. This position interacts primarily with the CARE operational teams, Customer Experience, Data and Analytics, Product, Marketing, Pricing, Taxes, and Logistics as needed for locales supported in one of our international contact center sites (Tunis, Manilla, Montego Bay).

 

Your role will involve:   

  • Contributing to and supporting a continuous cycle of feedback solicitation, issue prioritization, and resolution communication, in collaboration with our Digital Operations and Design Service teams.
  • Collecting qualitative and quantitative data in an effective manner to collate feedback, and insights to escalate findings, in response to defined tasks and issue prioritization. All of which align with the business goals and build a robust roadmap of long-term experience improvement actions. 
  • Creating clear and compelling service enhancement stories from aggregated feedback sources, to drive action with relevant teams and to improve the overall customer experience.
  • Maintaining strong collaborative relationships with key stakeholders – CARE Design, CARE digital Operations, Social Media, Problem Management, Customer Experience, CRM, Logistics, Marketing and Pricing teams 
  • Working closely with our Analytics division to facilitate data capture and input to presentations, ensuring quality and consistency of all supporting data sources when championing an initiative 
  • Serving as the communication gatekeeper for local operations and manufacturing teams providing support as well as 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
  • Providing real-time support to local and global CARE teams, acting as a POC for customer issues
  • Maintaining a project plan of initiatives within their assigned LOB
  • Minimal travel may be required

 

In return, you will bring:

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 stakeholder management skills.  Comfortable working with stakeholders at all levels, and from all business domains and cultures.
  • 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?” 
  • Curious about data – skilled at, and enjoys, drilling into data and understanding what the data tells us
  • Previous experience working with design software and digital platforms
  • Previous experience of analyzing and using customer feedback
  • A working understanding of Net Promoter Score (NPS) or Customer Experience metrics
  • 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 

 

Desirable

  • Proficiency in Vistaprint products, services, and processes 
  • Previous experience analyzing consumer behavior/feedback (NPS or CSAT) in an e-Commerce capacity desired 
  • Proficiency with survey tools such as Qualtrics 
  • Experience with website design, creation, and technical skills
  • 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 
  • Experience/exposure to manufacturing industries advantageous


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