- $97,490.00 -179,980.00/year*
20 Woodside Ave
As a subsidiary of Earth s most customer-centric company, we at Audible believe in keeping our customers at the heart of everything that we do. Our Voice of the Customer (VoC) program is aimed at doing just that: capturing the experiences, expectations, suggestions, preferences, and aversions of customers. We gather and seek to understand customers interactions with and impressions of our company. We strive to transform this information into actionable insights and deliver experience improvements. We endeavor to drive a customer-centric culture at Audible by being our customers greatest advocates.
Does the thought of driving product, process, and technology improvement initiatives to optimize the customer experience excite you? Then this role may be for you. You will be a critical member of the global CS Analytics team, collaborating with key business stakeholders across the organization (e.g. marketing, content, product, tech, UX) to identify new customer pain points and service improvement opportunities. You will help develop a seamless, end-to-end customer experience that eliminates pain points and creates new \"wow\" experiences that surprise and delight customers.
You are Curious. You are highly inquisitive, possessing a natural desire to ask questions and test hypotheses, and you don t feel satisfied until you achieve a fundamental level of understanding. You embrace a lifelong learner mentality.
You are Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization.
You are Bold. You are a self-starter, taking initiative to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.
You are Passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can t wait to be part of a customer-centric revolution!
Learn Develop a robust understanding of the Audible business and customers journeys.
Collaborate Develop strong relationships with key, cross-functional partners and determine their VoC needs. Translate business questions, concerns, and challenges into customer information needs.
Listen Review customer experiences through customer contacts, social media, app reviews, and other sources of information.
Understand Synthesize raw information into an understanding of customer pain points and opportunities.
React Recommend and drive a course of action (e.g. new processes, product / process improvements).
Evangelize Educate and raise awareness of the value of VoC insights across the organization.
Bachelor's degree in a related field.
2+ years of related experience in customer research-focused roles (e.g. Voice of Customer, Market Research, Primary Research, Customer Insights / Analytics).
Experience of diving deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service.
Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.
Experience in manipulating and analyzing data (e.g. SQL, Excel, R, Python).
Experience applying statistical techniques and working knowledge of statistics concepts.
Strong interpersonal skills and the ability to build trust and partnerships with key stakeholders.
Ability to manage multiple timelines and commitments.
2+ years of experience working in a business that is subscription-driven and/or focused on digital content (e.g. videos, games, apps, and/or music).
Experience creating and sharing dashboards / data visualizations (e.g. Tableau, QlikView).
Experience creating and/or maintaining web pages or Wikis.
Audible is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
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* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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