Global Voice of Customer Analyst - Ingredion Incorporated
Ingredion is hiring a Global Voice of Customer Analyst to lead the design and management of voice of customer programs. The ideal candidate will be curious and immerse themselves in understanding Ingredion’s customers and their end to end experiences. The candidate will support amplification of the customers’ voice to represent their most important and impactful needs to drive actions that create shared value. The person will provide customer insights to transform customers’ experience and shape Ingredion’s customer experience strategy.
The ideal candidate will provide customer feedback to enhance connectivity between employees and customers to build a customer focused culture that positions Ingredion as the preferred supplier. Additionally, the candidate will provide insights for cross-functional workshops with business teams to identify improvement opportunities to transform and differentiate the customer experience. The candidate will work with key partners (e.g. IT and other digital / technology and research partners) to integrate voice of customer listening systems to expand insight generation and action management. The ideal candidate will collaborate with other insights resources within the organization to provide an integrated and consolidated understanding of customer and market opportunities.
As a Global Voice of Customer Analyst, your responsibilities will include:
Administer and expand the Voice of Customer program to amplify customers’ needs and provide key insights to address the highest priority strategic and operational CX improvement opportunities
Guide the structure, objectives development and administration of VoC programs/projects for key customer touchpoints
Lead the design and implementation of Ingredion’s customer survey collection program, modernizing the front-end experience, expanding avenues for feedback collection, decreasing our reliance on vendors, and improving use of analytics.
Enhance the existing relationship assessment program and develop transactional programs to provide comprehensive and actionable insights that deliver impact
Analyze the VoC data and share insights with key stakeholders such as Operations, Sales and Marketing to drive improvements that enhance customers’ experiences
Provide insights to shape cultural initiatives, by the broader customer experience community, to foster a customer focused culture that positions Ingredion as the preferred supplier
Manage the integrity of the customer contact database and survey deployment rules to minimize survey fatigue and increase response rates
Liaise with Ingredion’s VoC vendors and coordinate activities and requests across regions, assuring outstanding service delivery
Manage and enhance the action management processes to assure effective actions that translate insights into shared value
Implement survey launches, dashboard reporting, end-user training, and change management and serve as subject-matter expert on VoC tools, surveys and feedback
The Global Voice of Customer Analyst position is well-suited for you if you:
Have a passion for listening to customers and to elevate the voice of customer in all decision making
Are an exceptional storyteller with the ability to weave together data, insights and voice of the customer to inspire teams to action
Have outstanding business acumen with the ability to connect the dots and communicate how customer experience efforts impact business outcomes to shape business priorities
Are analytical and able to synthesize quantitative and qualitative data across varied customer listening posts, with outstanding attention to detail, to draw impactful insights that inform strategy and prioritization
Can influence and partner through relationship building and are able to effectively navigate across the organization to drive alignment and action
Have great Project Management skills and can lead projects with ambitious timelines and challenging scope
Are familiar with B2B companies and ideally have previously worked in a B2B environment and/or the manufacturing industry
Qualified Candidates Will Have
Bachelor’s degree in business or a related field; MBA a plus
Minimum 3 years’ experience in leading and delivering VoC insights programs or Customer Experience initiatives
Expertise in Net Promoter Score (NPS) methodology and other customer feedback collection methodologies and corresponding technologies
Project management experience, leading research, insights, and business projects;
Expertise in Customer Feedback Management solutions (e.g. Qualtrics), data analytics tools (e.g. Minitab) and data visualization tools (e.g. Power BI and Tableau); Familiarity with the Qualtrics Customer XM is a plus
Excellent written and verbal communication skills with the ability to present solutions to complex insights in an easily understandable format
Previous background in the B2B and or in manufacturing industry and change management experience is a plus
Ability to travel up to 20% of the time
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
As a Fortune 500 global provider of ingredient solutions, Ingredion offer great careers across various functions. If you are curious, confident, and believe in the power of game-changing ideas, we want you to make us part of your career formula. Successful: Grow with a leader. Ingredion is FORTUNE 500 company with consistently strong financial performance. Responsible: Thrive with an organization that lives its values. We drive relentlessly toward sustainable practices and responsible operations wherever we do business. Meaningful: Be proud of where you work and what you do. Ingredion enables innovation in foods, beverages and consumer products that touch lives around the world.