Senior Voice of the Customer Analyst

🕒 Junho 2

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🧐 Analista

👻 Score fantasma 24%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Harbor Compliance

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2012

💼 Consultoria

⚖️ Jurídico

📦 Logística

💰 Debt financing em 2021-12

Consulting • Legal • Logistics

A Harbor IT é um provedor de serviços de TI gerenciados que se especializa em fornecer infraestrutura de rede personalizada, soluções de cibersegurança e comunicações unificadas para organizações de vários tamanhos. Com mais de 30 anos de experiência, a empresa enfatiza uma abordagem consultiva para desenvolver soluções personalizadas que maximizam a eficiência operacional com mínima interrupção. Suas ofertas incluem cibersegurança como serviço, gerenciamento de infraestrutura de rede e gerenciamento de ciclo de vida, apoiados por uma equipe dedicada disponível 24/7 para garantir operações contínuas nos ambientes tecnológicos de seus clientes.

Descrição

• Design and run a structured customer interview program across Harbor’s key customer segments, including interview guides, synthesis, and recurring monthly interviews. • Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data. • Develop a repeatable process for turning customer feedback into executive insights and action items. • Continuously improve VOC methodologies as Harbor’s customer segments and business needs evolve. • Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes. • Lead the analysis and ongoing refinement of Harbor’s customer segmentation strategy across Nonprofit, Corporate, and Professional customers. • Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback. • Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts. • Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting. • Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals. • Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions. • Present customer insights and recommendations to senior leadership in a clear, actionable format. • Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams. • Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability. • Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements. • Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions. • Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities. • Partner with Product to prioritize feature and experience improvements based on customer feedback.

🎯 Requisitos

• 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes. • Experience building customer research programs and structured interviews that inform business decisions. • Strong executive communication skills with experience presenting complex analysis to senior stakeholders. • Advanced SQL and CRM data experience (HubSpot preferred), plus survey design expertise (NPS, CSAT, CES). • Experience with customer segmentation or cohort analysis tied to retention and growth. • Proven ability to work cross-functionally and independently with minimal direction.

🏖️ Benefícios

• health benefits • flexible paid time off • parental leave • fertility and adoption assistance • 401(k) • educational reimbursement