Strategic Business Analyst

hace 2 días


San José, San José, Costa Rica Splunk A tiempo completo

Splunk is a leading enterprise software company that helps organizations build a safer and more resilient digital world. Our unified security and observability platform enables customers to keep their digital systems secure and reliable. Splunk is a great place to work, and we believe in creating a culture of belonging where our employees can bring their best, most authentic selves to work.

Job Summary

We are seeking a highly skilled VOC Data Analyst - Business Insights to support all aspects of our Voice of Customer (VOC) program. This role will be responsible for generating and visualizing insights, developing internal processes, and engaging with our partners across the Business. As a VOC Data Analyst, you will work with our partners to execute against business requirements, ensure requirements are met, and interpret and present data findings.

Key Responsibilities

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

Requirements

  • Strong analytical and communication skills
  • 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

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