VoC Insight & Reporting Lead

August 29, 2020
Jacksonville, FL
Job Type


Position Type :

Full time
Type Of Hire :

Experienced (relevant combo of work and education)
Education Desired :

Bachelor's Degree
Travel Percentage :

Job Description
u2022 Combining different data sources alongside feedback, and translating this into insight and strategies for different business areas / departments across the organization (including Sales, Marketing, Product and Client Support), with a particular focus on the u2018so what' and u2018now what' message.
u2022 Preparing and producing presentations for key customer forums / advisory meetings. This will include producing Executive level reporting with Executive ready presentations and analysis, again with a particular focus on the u2018so what' and u2018now what' message.
u2022 Working with stakeholders across the organization to understand and report on activity to help improve performance and Customer Experience.
u2022 Support with the development and management of the outer loop program, and the distribution of consumer insight across the organization.
u2022 Support the ongoing development of the customer insights program.
u2022 Working collaboratively across the organization and with the Voice of Customer platform vendor to ensure we are adhering to best practice and making best use of the CX Platform.
u2022 Be an advocate for using insights to drive positive change throughout the organization.
u2022 Build knowledge and expertise of the CX Platform, particularly from a reporting perspective.
u2022 Other related duties assigned as needed.

Bachelor's degree in business related discipline or the equivalent combination of education, training, or experience.

u2022 5+ years' experience working in a Research and or Insight role
u2022 Experience of using a CX platform to design and develop automated reporting
u2022 Experience of managing / working on a Voice of Customer program
u2022 Good understanding and experience of NPS (Net Promoter Score)
u2022 Strong experience of producing presentations and presenting to a senior level audience
u2022 Excellent analytical and numerical skills and strong data analysis skills
u2022 Competent with Microsoft Office applications including PowerPoint and MS Excel
u2022 Detail-orientated

Career level professional individual contributor role. Experienced, fully qualified professional with a full understanding of their area of expertise. Works independently on problems of diverse scope.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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