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Customer Insights Analyst

2 months ago

Kansas City, Missouri, United States H&R Block Full time
About the Role

We are seeking a highly motivated and detail-oriented Associate to support our Voice of the Customer (VoC) measurement initiatives using Medallia. This role will also assist with UX Research and market research efforts to help us better understand our customers' needs and experiences.

Key Responsibilities
  • Voice of the Customer Program Support:
    • Assist in the implementation and management of the VoC program using Medallia.
    • Help design and execute surveys and feedback loops to capture customer insights.
    • Analyze VoC data to identify trends and areas for improvement.
    • Prepare reports and presentations to share findings with senior team members.
  • UX Research Assistance:
    • Work with UX designers and product teams to conduct user research, including usability testing and user interviews.
    • Help synthesize research findings into actionable insights for product design.
    • Support the advocacy for user experience in product discussions.
  • Market Research Support:
    • Assist in market research initiatives to understand market trends and customer preferences.
    • Conduct basic qualitative and quantitative research to gather insights on customer behavior.
    • Help develop and maintain research reports and dashboards.
  • Cross-Functional Collaboration:
    • Collaborate with marketing, product, customer support, and other departments to support a unified approach to customer experience.
    • Participate in workshops and training sessions to promote a customer-centric culture.
Qualifications
  • Bachelor's degree in Marketing, Business, Psychology, or a related field.
  • 1-3 years of experience in customer experience, VoC programs, UX research, or market research.
  • Familiarity with Medallia or similar VoC platforms is a plus.
  • Basic analytical skills and experience with data analysis tools (e.g., Excel).
  • Strong communication and presentation skills.
  • Ability to manage multiple tasks and prioritize effectively.
  • Problem-solving skills and attention to detail.
  • Experience working in a team environment.
About H&R Block

H&R Block's purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We've been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we've grown to have approximately 12,000 offices throughout the United States and around the world.

We are a people company first and a tax company second. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it's how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it's all those things, and much more.

H&R Block is committed to diversity and inclusion and is proud to be an equal opportunity employer. We consider qualified applicants regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. All qualified applicants are welcomed and encouraged to apply.