Lead Voice of Customer Specialist
- Utilize the Medallia to gather data and analyze customer data to identify trends, key drivers, patterns and insights to share throughout the organization, including store directors, digital teams and executive leadership and help raise company NPS by 2.1 last year.
- Lead and guide team analysts on Medallia best practices including trainings on text analytics and survey development.
- Deep dive in to problem areas, trends and success stories, via quantitative and qualitative data to create an actionable story to improve customer loyalty metrics, item availability and checkout experience metrics up to 6%.
- Manage the business relationship between the customer insights team, store operations team and Medallia to ensure tasks are completed in a timely manner and stakeholders remain informed throughout the year.
- Crafting analysis and deriving customer insights that enable more informed planning and decision making; presenting this data to internal stakeholders to save the business upwards of $500,000 per initiative and increase engagement in new business features.