Voice of the Customer (VOC) Analyst Jobs

Voice of the Customer (VOC) Analyst

Ann Taylor

Location:
United States, Hingham

Category:
IT - Administration

Contract Type:
Not provided

Salary:

65000.00 - 80000.00 USD / Year

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Job Description:

The Voice of the Customer (VoC) Analyst will be instrumental in understanding and improving customer experience across our KnitWell Group (KWG) portfolio of brands and channels (stores, contact center, and e-commerce). This role involves collecting, analyzing, and interpreting customer feedback and sentiment data from various sources to provide actionable insights. The VoC Analyst will be responsible for assisting in the development and maintenance of regular reporting on customer satisfaction (CSAT) and other key metrics for each channel and brand, enabling data-driven decision-making to enhance customer loyalty and drive business growth.

Job Responsibility:

Customer Feedback Collection: Manage daily function and file transfer verification of data to the CSAT/Voice of Customer program for KWG brands while ensuring optimization of the collection of customer feedback through surveys (e.g., transactional, post-interaction), online reviews, social media listening, and other relevant channels
Ensures data integrity and accuracy is achieved through regular audits and validation checks
Attend regular Voc meetings with KWG business partners to understand challenges within the businesses and incorporate quantitative and qualitive data into Voc reporting
Data Analysis and Interpretation: Analyze large datasets of structured and unstructured customer feedback using statistical tools and qualitative analysis techniques
Identify key themes, trends, and drivers of customer satisfaction and dissatisfaction across brands and channels
Develop and validate analytical models to predict customer behavior and identify areas for improvement
Reporting and Visualization: Assist in the design and development of regular and ad-hoc reports and dashboards on customer satisfaction (CSAT), and other relevant VoC metrics for stores, contact centers, and e-commerce platforms for each brand
Actionable Insights and Recommendations: Translate data insights into practical recommendations for improving customer experience, operational efficiency, and service quality across all channels and brands
Stakeholder Collaboration: Partner with business leaders and stakeholders to understand their specific needs and provide tailored VoC insights
Tool and Technology Management: Create, manage and track tickets with VoC providers for any issues/reporting requests

Requirements:

5+ years of experience in a similar role, preferably within a multi-brand or retail environment
Experience in collecting, analyzing, and interpreting customer feedback data
Experience with Customer Experience Platforms such as InMoment, Medallia and Qualtrics
Strong analytical and problem-solving skills with the ability to mine data across numerous touchpoints
Experience with VoC platforms, survey methodologies, text analytics and sentiment analysis tools
Proficiency is data visualization for story-telling reporting
A desire to understand the why’s in the data and an innate sense of curiosity
Passion for the customer
Strong communication skills and presentation skills (verbal and written) with the ability to effectively convey complex information to diverse audiences
Self-starter who will work independently and manage multiple projects simultaneously

What we offer:

You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies
Support for your individual development plus opportunities for career mobility within our family of brands
A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities
Medical, dental, vision insurance & 401(K)
Employee Assistance Program (EAP)
Time off – paid time off & holidays

Additional Information:

Job Posted:
December 18, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Voice of the Customer (VOC) Analyst

Ann Taylor

Location:
United States, Hingham

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 18, 2025

Looking for more opportunities? Search for other job offers that match your skills and interests.

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Voice of the Customer (VOC) Analyst

Ann Taylor

Location:United States, Hingham

Category:IT - Administration

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:December 18, 2025

Looking for more opportunities? Search for other job offers that match your skills and interests.

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