Sr. Analyst, Voice of Customer

Location:

Salt Lake City, Utah, United States
Austin, Texas, United States
Remote-Texas, United States
Remote - United States (Excludes: CO | HI | NM)
Remote-Utah, United States
Requisition Number:
R0055110

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses, and organizations of all sizes. eBay’s strategic vision is to become the best global marketplace for buyers and sellers through a tech-led reimagination of the company. Looking for a purpose-driven company that puts the customer at the heart of everything? A culture that encourages people to think big and be curious, to act with urgency and integrity, and to be fearlessly inclusive? That’s who we are. If this sounds compelling, join eBay!

Role Overview

Our Global Customer Experience (GCX) team is embarking on a journey to deliver the next level of customer service, and the Senior Voice of Customer Analyst will play a significant role in this evolution. You will analyze qualitative and quantitative insights to from multiple sources: Call listening, post-contact surveys, user research, data warehouse, and more. You will act on our customers’ behalf by providing a clear view to Product, Policy, and GCX stakeholders on what we should do to improve CX. When it is time to present your findings, you will paint a picture that is supported by data and customer empathy. The work you do will positively impact the lives of our global customers every day.

About the Role

  • Identify, analyze, prioritize, and recommend solutions to customer problems using multiple data inputs, such as: OOTP contacts, Data Warehouse, customer surveys, social media, domain specialists, and more
  • Lead cross-functional teams to provide data-driven recommendations and agree upon actions to drive improved customer experiences
  • Support business partners to understand and resolve customer friction by:
  • Asking the right questions to form clear problem statements and stay focused on what we are solving
  • Clearly defining the scope of the ask
  • Accurately interpreting customer data to tell a clear, cohesive story
  • Recommending and driving solutions that will make a measurable impact on the customer experience.
  • Communicating effectively and often with project partners
  • Meeting or beating all project timelines
  • Lead and work closely with other analysts on the team to relentlessly find better ways to analyze data, and communicate it in a way that encourages others to take the right actions for eBay customers
  • Be the Customer! Continuously improve your understanding of eBay customer needs and challenges from personal experience with eBay products and processes

Basic Qualifications

  • 5+ year(s) analyzing large customer datasets in a call center environment
  • Experience with Lean Six Sigma, Human-Centered Design, or similar
  • Strong quantitative, analytical, and problem-solving skills
  • Storytelling: Ability to simplify and interpret customer issues for audiences at all levels to help them understand where to focus to improve customer experience
  • Experience with text, speech, and other analytical tools used to find specific customer pain points within unstructured datasets
  • Excellent verbal and written communication, organization, and coordination skills, experience working with global teams and multiple time zones
  • Ability to ask questions that clarify what is being solved, what solving it would mean for customers and eBay, and providing recommendations for solutions
  • Track record of building relationships (high emotional intelligence), with a desire to work with peers to help each other and the team succeed
  • Comfort dealing with ambiguity
  • Tenacious attention to detail

Preferred Qualifications

  • Experience using data analytics tools and languages such as Tableau, SQL, etc.
  • Expert in the "How and where" of customer data, including post-contact surveys and methodology
  • Knowledge of basic statistics, e.g. correlation, regression, probability
  • Understanding of JIRA ticketing systems (or similar)
  • Knowledge of eBay customer support processes and structure, especially regional Lines of Business, agent tools, and establishing relationships with Product & Policy teams
  • CX certifications a plus

Education

  • 4-yr degree in Business Management, Data Analysis, or similar field


Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to apply because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

#LI-JG1

#LI-Remote

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

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View our privacy policy and accessibility info

Sr. Analyst, Voice of Customer

Salt Lake City, Utah, United States
Austin, Texas, United States
Remote-Texas, United States
Remote - United States (Excludes: CO | HI | NM)
Remote-Utah, United States
Requisition Number R0055110

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses, and organizations of all sizes. eBay’s strategic vision is to become the best global marketplace for buyers and sellers through a tech-led reimagination of the company. Looking for a purpose-driven company that puts the customer at the heart of everything? A culture that encourages people to think big and be curious, to act with urgency and integrity, and to be fearlessly inclusive? That’s who we are. If this sounds compelling, join eBay!

Role Overview

Our Global Customer Experience (GCX) team is embarking on a journey to deliver the next level of customer service, and the Senior Voice of Customer Analyst will play a significant role in this evolution. You will analyze qualitative and quantitative insights to from multiple sources: Call listening, post-contact surveys, user research, data warehouse, and more. You will act on our customers’ behalf by providing a clear view to Product, Policy, and GCX stakeholders on what we should do to improve CX. When it is time to present your findings, you will paint a picture that is supported by data and customer empathy. The work you do will positively impact the lives of our global customers every day.

About the Role

  • Identify, analyze, prioritize, and recommend solutions to customer problems using multiple data inputs, such as: OOTP contacts, Data Warehouse, customer surveys, social media, domain specialists, and more
  • Lead cross-functional teams to provide data-driven recommendations and agree upon actions to drive improved customer experiences
  • Support business partners to understand and resolve customer friction by:
  • Asking the right questions to form clear problem statements and stay focused on what we are solving
  • Clearly defining the scope of the ask
  • Accurately interpreting customer data to tell a clear, cohesive story
  • Recommending and driving solutions that will make a measurable impact on the customer experience.
  • Communicating effectively and often with project partners
  • Meeting or beating all project timelines
  • Lead and work closely with other analysts on the team to relentlessly find better ways to analyze data, and communicate it in a way that encourages others to take the right actions for eBay customers
  • Be the Customer! Continuously improve your understanding of eBay customer needs and challenges from personal experience with eBay products and processes

Basic Qualifications

  • 5+ year(s) analyzing large customer datasets in a call center environment
  • Experience with Lean Six Sigma, Human-Centered Design, or similar
  • Strong quantitative, analytical, and problem-solving skills
  • Storytelling: Ability to simplify and interpret customer issues for audiences at all levels to help them understand where to focus to improve customer experience
  • Experience with text, speech, and other analytical tools used to find specific customer pain points within unstructured datasets
  • Excellent verbal and written communication, organization, and coordination skills, experience working with global teams and multiple time zones
  • Ability to ask questions that clarify what is being solved, what solving it would mean for customers and eBay, and providing recommendations for solutions
  • Track record of building relationships (high emotional intelligence), with a desire to work with peers to help each other and the team succeed
  • Comfort dealing with ambiguity
  • Tenacious attention to detail

Preferred Qualifications

  • Experience using data analytics tools and languages such as Tableau, SQL, etc.
  • Expert in the "How and where" of customer data, including post-contact surveys and methodology
  • Knowledge of basic statistics, e.g. correlation, regression, probability
  • Understanding of JIRA ticketing systems (or similar)
  • Knowledge of eBay customer support processes and structure, especially regional Lines of Business, agent tools, and establishing relationships with Product & Policy teams
  • CX certifications a plus

Education

  • 4-yr degree in Business Management, Data Analysis, or similar field


Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to apply because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

#LI-JG1

#LI-Remote

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info