Senior Analyst VoC at Woolworths

MAIN PURPOSE:

The Senior Analyst VoC is responsible for playing a critical role in connecting Woolworths Financial Services (WFS) customers and WFS internal teams to support the customer experience and enable the organization’s focus on customer centricity. This role will serve as a subject matter expert, responsible for delivering insights and creating data-driven narratives to highlight customer pain points and subsequent opportunities to enhance the customer experience. The VoC Senior Analyst functions as a critical cross-functional partner, supporting mechanisms which enable WFS and associated Product and Customer teams to connect to understand and harness the impact of individual customer experiences.

KEY RESPONSIBILITIES

Data Analysis & Insight Delivery

• Build and execute methods of gaining access to the voice of the customer (VoC) using approved platforms, tools, and technologies.
• Utilize qualitative and quantitative data and collaborate with product and customer teams to create compelling problem statements that highlight customer pain points.
• Engage in the analysis of multiple sources of data, including structured and unstructured customer research, benchmarks, demographics, and internal operational data relating to customer and user experience to accurately gauge VoC.
• Process and distill VoC posts across WFS listening channels and data sources to drive actionable, data-driven recommendations that address customer needs and strategic priorities.
• Identify pain points that have an impact on customer loyalty, customer behavior, and ultimately WFS revenue.
• Write and present regular reports to line management and key internal stakeholders regarding customer pain points challenges and customer experience metrics.
• Conduct deeper analyses for specific product areas by performing root cause analysis on customer issues and investigating opportunities for improvement.
• Engage in dialogue with key internal stakeholders to understand the scope and impact of any potential causes or changes to the user experience, aiding the interpretation of VOC insights.
• Recommend research and analysis process improvements to strengthen and shorten feedback loops between WFS customers and internal teams, enabling the customer experience “target-state” to be efficiently reached and maintained.
• Track product improvement efforts and the resultant customer experience through approved VoC metrics to quantify the impact thereof; evaluate the extent to which solutions are aligned to customer expectations.
• Actively build knowledge on VoC best practice and establish a clear understanding of how to effectively use customer insight data to improve the customer experience.

Customer Research Capability

• Utilize knowledge of customer behavior to identify and implement the most appropriate customer research designs.
• Leverage data sets and insights derived by WFS analytics teams in preparing for conducting customer research and analysis.
• Apply best practice research standards so that research outcomes are accurate and valid.
• Implement explorative qualitative and quantitative investigations to define, frame, and help prioritize experience solutions in an evolving and complex problem space.
• Maintain awareness of new developments in the field of customer research and apply them where appropriate.

Partner and Stakeholder Relationships

• Collaborate with stakeholders on the design and ongoing development of customer dashboards and reports to support the optimization of the customer experience.
• Engage proactively with stakeholders and clients to drive the successful involvement of the VoC insights throughout the customer journey.
• Participate in the integration of VoC insights across the WFS landscape to initiate new engagement opportunities and strengthen existing synergies.
• Establish relationships with internal and external key stakeholders to enable decisions regarding customer perceptions of WFS products and solutions; effectively aligning derived customer insights to the product and customer strategies.
• Understand the systemic nature of stakeholder engagement, which recognizes the individual components as well as critical key integration points relating to products, customers, associated opportunities and complementary WFS sub-functional partnerships.

People Management

• Manage direct reports according to WFS's leadership principles and values, including employee lifecycle from recruitment through to exit, performance management, training and development, discipline and grievance management, retention, and reward and people administration, to ensure a high-performance culture.
• Create an ongoing pipeline of capable resources across that will contribute to the implementation of VoC / Customer Insights operations.

QUALIFICATIONS

• Undergraduate Qualification in Marketing, Market Research, Economics, Analytics, Business Management, or equivalent fields.
• Postgraduate Qualification in Marketing, Market Research, Economics, Analytics, Business Management, or equivalent fields is an advantage

EXPERIENCE REQUIRED

• 5 – 7 years of experience working in a Financial Services / Consumer / Retail organization
• 1 - 2 years’ experience should be within a Management capacity
• Experience in Customer Research and VoC Insights

ADDITIONAL REQUIREMENTS

• Distilling insights from VoC listening channels.
• Broad understanding / experience in Financial Services / Retail environments.
• Demonstratable ability to work in a dynamic matrixed environment and operate effectively under ambiguity.
• Qualitative and Quantitative research and analysis methodologies.
• Functional Customer Experience and Customer Journey knowledge.
• Demonstrable experience working within and across cross-functional teams.
• Ability to engage, influence and build credibility with key stakeholders.
• Understanding legislative requirements impacting Financial Services (POPIA etc.)

If you are interested in the above position please forward your CV to [email protected] with the name of the position in the subject line.

Closing Date: 18th, May 2022