Voice of Customer (VoC) Analyst

Freshworks

Bellevue, WA

Full Time

Mid Level

105k-151k

about 1 month ago

Job Description

About the Role

Freshworks is a company that builds uncomplicated service software to deliver exceptional customer and employee experiences. They focus on enterprise-grade solutions that are powerful, easy to use, and quick to deliver results. The company emphasizes a people-first approach to AI to make employees more effective and organizations more productive. Over 72,000 companies trust Freshworks' customer experience (CX) and employee experience (EX) software, and the company has over 4,500 employees worldwide.

Key Responsibilities

Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across the product portfolio.
Evaluate enterprise software technologies that could help refine listening signals and automate reporting and measurement capabilities.
Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.
Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.
Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.
Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.
Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

Requirements

Bachelor's degree in Business Administration, Marketing, or related field; Master's degree preferred.
3-5+ years of experience in customer experience, market research, or related roles in the B2B or B2C tech industry.
Proven track record of developing and executing successful VoC strategies and initiatives.
Strong analytical skills with the ability to derive actionable insights from customer feedback data.
Excellent communication, presentation, and interpersonal skills.
Experience in leading cross-functional teams and driving alignment towards common goals.
Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.
Comfortable with a dual-site working model between the U.S. and India, with the ability to travel as needed.

Benefits & Perks

The annual base salary range for this position is $104,900.00 - $150,765 + Bonus.
Freshworks offers multiple options for dental, medical, vision, disability and life insurances.
Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered.
Freshworks also offers adoption and parental leave benefits.

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