- Manage and execute data analysis and reporting and identify wins and opportunity areas in the eCommerce customer experience
- Continuously monitor, review, and quantify eCommerce customer feedback to identify emerging trends and issues, uncover opportunities, and translate findings into actional insights that influence decision making and business optimizations
- Manage and execute the development of VoC communications including weekly, monthly, and ad-hoc reports
- Participate in communicating and storytelling in-depth analysis of metrics and qualitative customer feedback into customer insights, trends, and technical site issue
- Lead the escalation of site issues into cross-functional teams to resolve issues affecting site performance
- Advocate for customers to unite the eCommerce organization around users' needs and pain points
- Partner with the Research Manager in distilling analysis into actionable recommendations to improve the eCommerce site and compile a backlog of experience improvement recommendations
- Partner with the ePI Program Strategist to provide guidance on qualitative and quantitative data collection design based on best practices for CX tool platforms
- Partner with the ePI Program Strategist to collaborate with internal and external cross-functional partners on data capture and distribution strategies
- Understands industry and analysis best practices to influence ePI survey / measurement strategy
- Bachelor's degree in business, data science, statistics or similar subject preferred
- 2-3 years of experience in the field or in a related area
- Experience with customer feedback and/or digital analytics data
- Demonstrates strong knowledge and capabilities within specific area of responsibility
- Demonstrate a certain degree of creativity with strong analytical and problem-solving skills
- Strong knowledge of customer experience and statistical analysis and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data
- Experience & knowledge in survey design, Voice of the Customer, and other customer feedback data highly preferred
- Proven ability to collaborate across eCommerce organizations
- Experience working with customer experience platforms (e.g. Medallia)
- Capable of working independently with minimal supervision
- Strong with methodologies, tools, best practices, and processes within specific area of responsibility
- Excellent verbal and written communication skills
- Creates productive tension: Willing to challenge status quo and challenge/push the ambitions of the portfolio
- Bias to action: Can drive to assist and/or find sources of assistance for initiative owners
-
Royal Caribbean Group Miami, United StatesJourney with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to expl ...
-
Senior UX Researcher
2 weeks ago
AGM Tech Solutions - A Woman and Latina-owned IT Staffing Firm-an Inc5000 company Miami, United StatesOur clients User Experience (UX) team influences design thinking, strategy, and execution throughout the customer journey of numerous products, and contributes design leadership and oversight to its product teams' understanding of the factors that influence behavior, drive engage ...
-
Senior Insights Manager, Social Media
1 week ago
1000heads Miami, United StatesWe are looking for a talented Senior Insights Manager to join our Insights team. · The Insight team at 1000heads are a dynamic data-driven force, tasked with exploring what makes online consumers tick, understanding how brands are perceived by their communities and are responsibl ...
-
Strategic Research Manager
9 hours ago
Royal Caribbean Group Miami, United StatesStrategic Research Manager · Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each ...
-
Managing Director of Analytics
1 week ago
BEL USA LLC Miami, United StatesFounded in 1995 and based in Miami, FL, BEL USA (dba ) is an industry-leading vertically integrated online provider of custom-decorated promotional products in the United States. BEL USA has 3 core verticals – DTC (selling primarily to SMBs and consumers via e-Commerce channel), ...
-
Business Intelligence Manager
2 days ago
OneSpaWorld Miami, United StatesPosition Summary – Business Intelligence Manager (Insights) · One Spa World is seeking a motivated, experienced, and highly skilled Business Intelligence Manager to join our team. In this role, you will lead a team of insights analysts in identifying business opportunities throu ...
-
User Experience Researcher
2 weeks ago
Mastech Digital Miami, United StatesOnly W2. Onsite role in Miami, FL · Title: UX Researcher · Location: Miami, FL, Looking for local · Duration: 12+ Months · W2 role. No C2C · About The Role: · The UX Researchers partner with stakeholders throughout the software development lifecycle -- from the early planning st ...
-
Product Specialist
3 days ago
Ascendo Resources Miami, United StatesWe are looking for Product Specialist to develop the financial health and growth of a Fintech company in Miami. The ideal candidate will be experienced in overseeing all aspects of the product including features, pricing, user experience, and roadmap. This person will also work c ...
-
Digital Product Manager
1 week ago
Averity Miami, United StatesOur company is a household name in the restaurant industry, based out of Miami, which produces over $40B of revenue annually and is always investing in the best technology to serve our loyal customers. · One of the many restaurant chains that we own is undergoing an exciting dig ...
-
Manager, Brand Strategy and Innovation
1 week ago
Royal Caribbean Group Miami, United StatesJourney with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to expl ...
-
B2B Product Marketing Manager, Loyalty
1 week ago
MasterCard Miami, United StatesOur Purpose · We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financi ...
-
Data Engineer
2 weeks ago
Burtch Works Miami, United StatesPrincipal Duties and Responsibilities: · Design, build, and operationalize data engineering solutions for internal data and analytics platforms and products. · Implement CI/CD and other automation techniques to streamline data ingestion and delivery processes. · Develop self-serv ...
-
Product Manager
5 days ago
Globant Miami, United StatesResponsibilities · Collaborate with key stakeholders to define and articulate the product vision, strategy, and roadmap. Conduct market research and analysis to identify trends, opportunities, and competitive threats. Stay informed about industry developments and emerging technol ...
-
Investment Banking Analyst
1 week ago
Arcadia Capital Miami, United StatesAbout the Role: · Arcadia Capital is seeking highly motivated, successful candidates with relevant investment banking experience for an Investment Banking Analyst position based at our headquarters in Miami, Florida. · Arcadia Capital offers Analysts the exceptional opportunity t ...
-
Direct Marketing Specialist
2 weeks ago
Crystal Cruises Miami, United StatesJob Summary · As the Marketing Specialist for North America, you will be responsible for driving data-driven marketing initiatives and leveraging analytical insights to optimize campaign performance and produce key monthly reports. Working closely with the Sr. Manager of Marketin ...
-
National Commercial Sales Manager
1 week ago
Insight Global Miami, United StatesDay to day: · A client of Insight Global's is looking to hire a National Sales Manager. Our client is an international tile tool organization specializing in installation tools and accessories for tile, porcelain, and natural stone. The organization is growing exponentially to th ...
-
Data Analyst, Product Development
2 weeks ago
Royal Caribbean Group Miami, United StatesThe Product Development Strategy & Analytics team is seeking a Data Analyst who will be responsible for delivering impactful insights into key business decisions and supporting projects/building tools that empower our end users to design the future o Product Development, Data Ana ...
-
Senior Digital Optimization Analyst
2 weeks ago
Royal Caribbean Group Miami, United StatesJourney with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to expl ...
-
Director of Product
1 week ago
CoMind Technologies Limited Miami, United StatesAt CoMind, we are developing a neuro-sensing technology that will catalyse a modern wave of neuroscience and neurology applications within medical devices. In joining us, you are helping to create cutting edge technologies that will improve how we diagnose and treat brain disorde ...
-
Inside Sales Representative
1 day ago
Kaseya Miami, United StatesKaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseya's best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustai ...
Voice of Customer Analyst, eCommerce Product Insights - Miami, United States - Royal Caribbean Group
Description
Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.The Royal Caribbean Group's Global eCommerce Team has an exciting career opportunity for a full time Voice of Customer Analyst, eCommerce Product Insights reporting to the Manager, Research and Customer Insights.
This position will work on-site in Miami, Florida
Position Summary:
The Analyst, on the eCommerce Product Insights (ePI) team is responsible for analyzing, interpreting, and validating eCommerce website feedback. This role is responsible for analyzing and defining key opportunities for product optimization, research studies, and technical site issues. They will provide tactical, day-to-day analytical and process support by having a deep understanding of digital customer feedback. In addition, this role partners with members of the Research and Business Intelligence team on the financial impact of issues and improvements. In addition, this role is responsible for developing highly actionable reports of synthesized digital customer feedback for internal audiences. The Analyst will partner with the ePI Program Strategist to turn insights into actionable, specific recommendations to cross-functional teams timely and accurately, to improve the eCommerce customer experience.
Essential Duties and Responsibilities:
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
#LI-DW1
