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Customer Insights Specialist

2 months ago

Milwaukee, Wisconsin, United States Clarios Full time
Position Overview

As a Customer Experience Analyst at Clarios, you will play a pivotal role within the Connected Services Business Unit, focusing on the Customer Success Management function. Your primary responsibility will be to design and manage a comprehensive Voice of Customer (VoC) initiative. This entails working closely with regional teams to standardize customer surveys, interviews, and social media monitoring efforts. You will also be tasked with synthesizing feedback from selected customers and their experiences, providing essential insights for product innovation and marketing strategies.

Key Responsibilities
  • Oversee the implementation of a robust Voice of Customer (VoC) initiative.
  • Support regional teams in efficiently gathering and consolidating customer feedback.
  • Employ customer research techniques to derive both qualitative and quantitative insights.
  • Develop effective VoC tools and platforms in collaboration with regional teams to capture critical customer insights.
  • Analyze customer interactions on social media for competitive intelligence.
  • Aggregate and integrate VoC data utilizing processes and technology for key stakeholders.
  • Extract insights into customer journeys and challenges by leveraging operational systems and data.
  • Provide consolidated recommendations to key stakeholders and assist regional teams.
  • Collect user feedback to inform data-driven product enhancements.
  • Conduct market research and competitive analysis to identify emerging trends and opportunities.
  • Stay updated on technological advancements relevant to connected services.
  • Collaborate with customer support teams to address inquiries and feedback regarding connected services.
  • Formulate strategies to enhance customer engagement and satisfaction.
  • Willingness to travel up to 30% as needed.
Qualifications
  • Bachelor's degree in business, product management, engineering, or a related field (Master's degree preferred).
  • 3-5 years of experience in the Customer Experience domain, encompassing CX research and program development.
  • Expertise in customer research methodologies and social media platforms.
  • Experience in conducting surveys, interviews, and focus groups.
  • Familiarity with data visualization and reporting tools.
  • Excellent communication and presentation skills, with a strong customer-centric approach.
Benefits
  • Comprehensive medical, dental, and vision care, along with a 401(k) savings plan featuring company match from the start date.
  • Tuition reimbursement, perks, discounts, and leave programs.
  • A thorough benefits package that includes paid time off, disability, and insurance.
  • Global market presence and commitment to sustainable practices.
  • Company expertise in developing batteries for leading automotive brands.
About Clarios:
Clarios is a leader in the battery industry, powering renowned automotive brands. Our dedicated team of 16,000 employees is committed to creating sustainable battery solutions for various vehicle types. At Clarios, we prioritize sustainability and innovation.

We value diverse experiences and skills within our workforce. If you meet most of the qualifications, we encourage you to consider this opportunity. Diversity is essential to our success, and we are committed to promoting equality and sustainability in our operations.

Important Note: Please be aware of potential scams online that may falsely claim to represent Clarios. We do not request payment from job applicants.

Recruitment Notice: Clarios does not accept unsolicited agency resumes. Please refrain from sending resumes to our careers email or employees. Clarios is not responsible for fees associated with unsolicited applications.