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Senior Research Analyst, Voice of the Customer

Cox Automotive


Location:
Atlanta, GA
Date:
11/20/2017
2017-11-202017-12-19
Job Code:
1714194
Cox Automotive
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Job Details

Company Cox Automotive
Title: Senior Research Analyst, Voice of the Customer
JobID: 1714194
Category: Marketing
Industry: Cox Automotive
Job Type: Full-time

Description

Cox Automotive is hiring a Senior Analyst, Voice of the Customer, on the Research and Market Intelligence team.  The Senior Analyst, Voice of the Customer will work as a member of the R&MI Voice of the Customer team. The team is responsible for the implementation and day to day support of the Cox Automotive Voice of the Client (VOC) program.  This person will support the Voice of the Client team with completion of day to day tasks, performing weekly VOC programs, quality checks, ad hoc requests from our internal clients and communication with our Voice of the Client platform vendor.

This individual will work closely with internal Client Experience (CX) leaders and designated champions acting as the first point of contact for daily questions, requests, and ad hoc needs related to their VOC programs.  The Sr. Analyst will be the responsible for preparing and uploading manual invitation files, daily monitoring of automated case management web service messaging and batch processing files.  The Sr. Analyst is the key point of contact for communication, troubleshooting and resolution working with internal IT resources and VOC platform vendor.

The Sr. Analyst will also support the R&MI Voice of the Client team with new implementations and changes to existing programs.  This includes collecting requirements, survey changes, system data analysis and providing recommended solutions to meet business requirements.  The Sr. Analyst will be considered a subject matter export of the VOC platform.

This position reports to the Senior Manager, Voice of the Client - Research & Market Intelligence.

SPECIFIC RESPONSIBILITIES:
  • Monitor integration points with various CRM systems (i.e. Salesforce, Microsoft Dynamics).
  • Ensure daily/weekly operating of VOC platform and take key lead and follow through to resolution when issues arise.
  • Act as first point of contact to internal business partners responding to questions and requests.
  • Manage use logins authorization and use access rights.
  • Support VOC team with project implementations.
  • Manage assigned responsibilities and support VOC platform programs that will ensure the voice of the client is heard.
  • Analyze and interpret data and historical trends; driving effective and actionable business decisions.
  • Collect and analyze data from VOC platform and/or other data sources and assemble results into internal client-facing deliverables.
  • Support ad hoc research requests.
  • Help identify ways to simplify and improve processes, proactively making suggestions for efficiency improvements.
  • Support ad hoc survey projects as requested.


Qualifications

  • Bachelor degree Business Administration, Marketing, and/or Statistics. (MBA, MMR or other advanced degree a plus.)
  • 3+ years of work experience in Client/Customer Experience or business intelligence role.
  • Working knowledge of various CRM systems (i.e. Salesforce, Microsoft Dynamics).
  • Experience with survey software a plus (i.e., Clicktools, KeySurvey, Qualtrics).
  • Experience managing Customer Experience platform vendors and their solutions (i.e., Medallia).
  • Proven ability at establishing strong relationships and credibility among key stakeholders.
  • Intermediate/Advance Excel skills.
  • Working knowledge of MS Word, PowerPoint, and Outlook required.
  • SQL development or extracting data experience preferred.
  • Experience with SPSS (or similar software) skills preferred.
  • Technical experience with the setup and management of automated data flows.
  • Strong verbal and written communication skills.
  • Ability to work in a fast paced, deadline oriented, multi-task environment in which attention to detail is expected. 
  • Strong organizational skills and highly detail oriented.
  • Ability to manage multiple tasks to completion.
  • Ability to trouble shoot and problem solve through resolution.
  • Ability to work independently and as part of a team.
  • Willingness to learn and to take on challenges.
  • Strong work ethic and dedication. 
  • Positive attitude, energetic, adaptive and a team player.

COX-295



About Cox Automotive

 

Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit www.coxautoinc.com.



Organization: Cox Automotive

Primary Location: US-GA-Atlanta-3003 Summit Blvd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
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