Job Information
Ivanti, Inc. Voice of the Customer Analyst in Seattle, Washington
Who We Are: In today's work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive. While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world. Ivanti's mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers. Our Culture - Everywhere Work Centered Around You At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued.Through Ivanti's Centered Around You approach, our employees benefit from programs focused on their professional development and career growth. We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks. Are you ready to join us on the journey to elevate Everywhere Work? Why We Need you! We are on a mission to deliver the best customer experience possible, and that starts with understanding our customers. As a member of our new Voice of the Customer team, you will help develop and manage a best-in-class VOC program, conduct qualitative and quantitative research, analyze results, and drive recommendations for action across the business. The ideal candidate will have research, strategy or marketing experience, along with strong analytical capabilities and a customer-centric mindset. What You Will Be Doing: Collect, analyze and synthesize feedback from various sources to identify trends and patterns that can drive improvements along the customer lifecycle. Incorporate an understanding of customer emotions, expectations, and drivers into analysis Lead, perform and translate cross-channel analysis, reporting and observations into insights that align with business priorities, and share compelling, actionable insights with relevant stakeholders in regularly cadenced reporting (ex: monthly snapshots, quarterly reports) Utilize product telemetry where available to extract valuable insights to aid in the enhancement of the customer experience and product optimization Contribute to the development and goal setting of satisfaction, engagement and loyalty KPI measures Manage the continual development, prioritization and overall health of Voice of Customer program Oversee initiatives that derive from customer feedback with relevant stakeholders Help ensure cross-functional partners understand the friction and pain-points along the stages of the customer lifecycle Key interlocks: Marketing, Customer Success, Product Management and Sales To Be Successful in The Role, You Will Have: Prior experience managing and reporting on a global NPS/Voice of Customer program, preferably in B2B software 3+ years of VoC/CX experience, including survey design and development, reporting and analysis (including key driver analysis and root cause analysis) Experience leading data-driven projects and communicating results to both technical and non-technical audiences Program and project management experience Experience with c