Voc Data/ Business Analyst

hace 2 semanas

San José, Costa Rica Splunk A tiempo completo

Splunk is here to build a safer and more resilient digital world. The world's leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. While customers love our technology, it's our people that make Splunk stand out as an amazing career destination and why we've won so many awards as a best place to work. If you become a Splunker, we want your whole, authentic self, what we call your "million data points". So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you.

**Role Summary**:
As a VOC Data/Business Analyst you will support all aspects of the VOC program, from generating and visualizing insights (e.g., reporting, dashboards) to developing internal processes and engagement by working with our partners across the Business. This role will be responsible for interpreting, documenting, socializing, testing and managing delivery on all VOC related business requirements. You will work with partner teams to execute against the business requirements and ensure requirements are met. Also, to interpret and present data findings. Strong analytical and communication skills are required as you will be collaborating with multiple stakeholders including partner organizations and the VOC Steering Committee.

**What you'll get to do**:

- Support all aspects of VOC and NPS survey motions and internal cross-functional engagements
- Define requirements for VOC and NPS Surveys
- Socialize and obtain approval from cross-functional stakeholders on requirements
- Provide requirements to partner teams and follow through execution to ensure success measures are met
- Develop interpretation and prioritization model of VOC data
- Analyze large data sets to identify effective ways of boosting organizational efficiency.
- Using data analytics, derive logical conclusions and forecasts from implementing strategies that can improve business performance
- Provide analysis, design, build and overall support as needed on VOC reporting and dashboards
- Identify operating improvement opportunities both in VOC and to improve overall CX at Splunk

**Must-have Qualifications**:

- Strong communicator, problem solver, and critical thinker. Required to come up with innovative and out-of-the-box solutions to problems.
- Minimum of 3 years of experience in analytics and systems development
- Proven analytical abilities
- Experience in generating process documentation and reports
- Excellent communication skills, with an ability to translate data into actionable insights
- Self motivated and proactive leadership ability to self-direct and work independently
- Strong customer empathy with passion and drive to assist
- Minimum of 3 years in SaaS company orchestrating and delivering Customer Experience programs
- Minimum of 5 years of in Customer Success Management or equivalent experience
- Tested interpersonal skills working on cross-functional teams with diverse customers
- Experience managing competing priorities to maximize impact
- A focus on results; driving toward meeting and exceeding goals

**Splunk is an Equal Opportunity Employer**

At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.

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