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Sr Feedback Analyst

4 months ago

Vienna, United States WorldStrides Full time

Company Introduction
WorldStrides is the global leader in educational travel and experiential learning. The company was founded in 1967 to provide middle school travel programs to Washington, D.C., and has grown to provide a wide range of programs for more than half a million students annually to over 100 countries around the world. WorldStrides offers experiential learning programs in educational travel, performing arts, language immersion, career exploration, service-learning, study abroad, and sports. Each of these experiences helps students to see beyond the classroom and to see the world - and themselves - in new ways.

The Senior Feedback Analyst - VOCplays a lead role in the design, implementation, and scale of WorldStrides customer experience strategy to proactively engage, report, and action our core customers' advocacy, feedback, and insights throughout their respective customer journeys. The successful analyst effectively leverages their results-based knowledge of industry best practices, survey & analysis tool sets, and reporting experiences to provide key internal stakeholders the actionable KPI's and information to drive product, journey, and process-improvement initiatives that increase our customers' advocacy, satisfaction, retention, and wallet share metrics.

Senior Feedback Analyst - VOC Responsibilities

1) Survey and Feedback Program Management:

  • Design, implement, and manage the creation, maintenance, and execution of surveys to ensure alignment with WorldStrides survey parameters.
  • Manage and refine the feedback loop to prioritize customer insights into actionable information that drives improvements to our customer transaction and experiential outcomes.

2) Data Analysis and Reporting:

  • Analyze survey data to identify trends, opportunities for customer transactional and/or experiential improvements, and insights into customer satisfaction and behavior.
  • Develop comprehensive dashboards and reporting protocols that provide real-time KPI's, trends, and actionable insights to stakeholders.
  • Manage the day-to-day data handling and analysis tasks, ensuring accuracy and relevance of the information provided.

3) Cross-Functional Initiative Management:

  • Lead cross-functional teams in projects focused on the continuous improvement of the customer experience, working closely with product delivery, product management, marketing, and sales teams to implement improvements that increase our core advocacy, outcome, and driver KPI's.
  • Identify and prioritize core VoC experiential milestones and "listening posts" through reiterative customer journey mapping. Leverage data and insights collected to create and track initiatives' action items to ensure deliverables are on time, within scope and in budget.

5) Strategy Development and Implementation:

  • Support the Customer Experience team in the development and execution of the customer experience strategy roadmap.
  • Actively contribute in CX strategic planning sessions, offering insights and recommendations based on CX data / insights / KPI analyses.

Work Perks

  • Fun & driven environment.
  • Excellent medical, dental, and vision coverage, life, accidental death and dismemberment, accident, critical illness, and disability insurance, FSA healthcare, FSA dependent care, HAS with employer contribution, and generous 401k match.
  • 10 paid floating corporate holidays, 1 paid volunteer day & 25 PTO days to start - accrue up to 28 over 3 years, 4 mental health days, and 5 bereavement days.
  • Tuition reimbursement up to five thousand, two hundred fifty dollars annually or one thousand dollars towards professional certification annually.
  • Opportunities for paid and discounted travel.
  • Flexible work schedule providing on-site, remote, and virtual office opportunities.
  • Encouraged participation in our Employee Resource Groups and Diversity, Equity, & Inclusion council.
  • Fitness Center and cafe onsite at select locations.
  • Employee Assistance Program (EAP)
  • Paid Parental, Caregiver, and Disability leave.
  • Team Member Discount Program

WorldStrides, a global organization, is committed to educate and serve communities worldwide. Our commitment is fueled by the passion of our team members and partners to make experiential learning accessible, while also being socially, environmentally, and ethically responsible. Together, we accomplish this by investing in initiatives to promote inclusion, diversity, and sustainability.

As an Equal Opportunity Employer, WorldStrides` is committed to building a diverse workforce, supported by an environment that promotes inclusion and belonging. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

WorldStrides will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Vienna, VA; Charlottesville, VA - Headquarters; Austin, Texas

The successful candidate should possess:

  • Bachelor's degree in Business, Marketing, or a related field.
  • 5-7 years of relevant experience in roles such as Customer Insights Analyst, or Data Analyst, with demonstrated ability to manage large datasets and extract actionable insights utilizing statistical analysis tools.
  • Demonstrated proficiencies in survey design and feedback systems (SurveyMonkey and Qualtrics preferred), as well as technical expertise with statistical analysis tools (Tableau, PowerBI) are essential.
  • Demonstrated proficiencies in data analysis and management, demonstrating a capacity to interpret vast datasets to extract actionable insights.
  • Experience should also include project management, technical proficiency with respect to integrations, and admin-level knowledge with CX technologies (SurveyMonkey and Qualtrics).
  • Strong project management capabilities to lead and deliver cross-functional initiatives efficiently and on schedule.
  • Technical savviness in integrating customer experience technologies alongside effective collaboration with IT teams is crucial.
  • Excellent communication, strategic-thinking, problem solving skills, and a detail-oriented mindset round out the profile, enabling the candidate to drive customer-centric strategies and achieve organizational goals effectively.

Eligible