Analyst II, Voice Customer

I. Job Summary

We are seeking a Voice of Customer (VOC) Business Analyst to join our CE Business Solutions Reporting & Analytics team. In this role, you will transform customer feedback into clear, actionable insights that help the organization understand how our employees, processes, and policies shape the customer experience. You will analyze survey results alongside operational and financial metrics to identify trends, diagnose drivers of customer sentiment, and highlight opportunities to improve satisfaction, efficiency, and business outcomes.

This role partners closely with cross‑functional teams to ensure customer insights are translated into meaningful action and measurable impact.

• Collect/analyze data and collaborate cross‑functionally to translate business goals and objectives into actionable insights that drive business decisions
• Measure success and improvements using KPIs and metrics to track customer feedback trends and identify areas for improvement
• Continuously analyze and provide feedback to recommend areas of focus to improve the customers’ service experience
• Provide ongoing support, working closely with stakeholders on education of relevant metrics, improvement opportunities and documentation of findings
• Utilize communication and presentation skills to transform data into actionable recommendations and effectively convey findings to stakeholders at all levels

A. Required Qualifications

• Bachelor's Degree (accredited), or in lieu of degree
• High School Diploma or GED (accredited) and 4 years of relevant work experience
• 3 years relevant experience (in addition to education requirement)

B. Preferred Qualifications

• PMI Certification

C. Other Knowledge, Skills or Abilities That Contribute to Success

Required:

• Effective communicator with the ability to lead and influence others.

D. Other Knowledge, Skills or Abilities That Contributed to Success Preferred:

• The ability to navigate ambiguous situations and data with confidence is essential for success in this role
• Experience translating quantitative and qualitative data into actionable recommendations. Excellent communication and presentation skills, with the ability to effectively convey complex concepts and strategies to stakeholders at all levels
• Maintains focus on end‑product
• Utilize a hypothesis‑driven approach to problem solving
• Demonstrates adaptability to rapidly changing priorities
• Proficient in Microsoft applications, including PowerPoint, for creating clear, concise, and convincing presentations using mockups, data, and written context

E. Key Competencies

• Building Partnerships:
  Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units or organizations to help achieve business goals.
• Building Trust:
  Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
• Decision Making:
  Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• High‑Impact Communication:
  Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives other’s thoughts and actions.
• Planning and Organizing:
  Establishing courses of action for self and others to ensure that work is completed efficiently.

Pay: The expected base pay range for this position across the U.S. is $77,000 - $112,815. This range represents a good‑faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

In addition, this position is eligible for bonus.

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

Equal Opportunity

Employer:

Minority/Female/Disability/Veteran